MAM
Airtel launches customer care solution NetXpert
MUMBAI: Internet service provider Bharti Tele-Ventures has launched an automated customer support service NetXpert. The company, in association with California-based SupportSoft, has introduced the service to its DSL (digital subscriber line, a fixed broadband connection) subscribers to simplify installation and help overcome snags.
Airtel broadband subscribers in Bangalore will be the first in the country to receive NetXpert.
The NetXpert suite comprises three applications – Installer, Agent and Chat. With these, subscribers will be able to diagnose and solve problems without making calls to customer care agents. NetXpert is based on SupportSoft’s products for real-time customer support, which are used by 38 million broadband customers outside India.
Connectivity, browser and e-mail related issues are immediately resolved by NetXpert Agent, while the Installer helps subscribers install their connection without assistance. Installer also automatically detects system and network issues. It is based on SmartAccess, which allows the ISP to save on manpower as there are no longer time-consuming household visits by service technicians, states an official release.
The Chat application, based on SupportSoft’s LiveAssist, allows Airtel’s customer service representatives to chat online with up to four customers at a time. This reduces the wait time by taking recourse to a different, widespread communication medium, the release adds.
Brands
Samsung India elevates Aditya Babbar to lead mobile business
Exec takes charge of MX sales and marketing after Raju Pullan’s exit
NEW DELHI: Samsung India has elevated Aditya Babbar to lead its mobile phone business, following the exit of Raju Antony Pullan.
Babbar, who previously served as vice president within the mobile division, has been appointed head of sales and marketing for the MX (mobile experience) business, effective May 1. In his new role, he will oversee the company’s sales and marketing operations for smartphones and related categories in India, reporting to the executive vice president of the MX business.
A long-time Samsung executive, Babbar brings over a decade of experience within the organisation, having held multiple leadership roles across product, marketing and category management. Most recently, he led product marketing and e-commerce for the mobile division, following earlier stints as head of product and marketing and senior director roles.
His career within Samsung Electronics and its India operations has also included responsibilities for flagship devices, tablets and wearables, giving him a broad view of the company’s premium and mass-market portfolio.
Babbar succeeds Pullan, who stepped down from the role, marking a leadership transition at a time when India remains a key battleground for global smartphone makers.
The appointment signals continuity within Samsung’s leadership bench, with an internal candidate stepping up to steer one of its most critical business units in a highly competitive market.
