Customer Care Facebook App

Reliance Mobile is one of the largest mobile network service providers India. As their subscriber base was increasing by leaps and bounds, so were the complaints and user issues (network and other service related) expressed on their social media properties. TCG designed a separate customer care app for their Facebook Page, including four personalities to give the company a human face, creating the expectation that complaints would be reviewed and not ignored. The outcome was a huge reduction in complaints uploaded to the Wall, and a significant change in the language adopted by users as complaints became more constructive and dialogue entered into.