The internet has emerged as our gateway to the world as the coronavirus pandemic unleashed a new normal for all of us. With social distancing norms in place and extended periods of lockdown, consumers have ventured online like never before, to meet all their needs. Whether it’s shopping for essentials and paying bills, it’s all being done digitally.
In an encouraging trend for service providers, consumers in small towns are also embracing e-commerce, thanks to increasing smartphone penetration even in remote areas across the country. Since the lockdown began in March, India’s widest telecom provider, Bharti Airtel, has also witnessed a significant increase in activity on its app, for bill payments, phone recharges and catching up on news or entertainment.
To empower first-time digital users, especially those who are not comfortable with English, Airtel has now taken the lead to provide a regional experience through its Thanks App. Making it more inclusive, the network provider allows users to access the app and all its features in 11 vernacular languages, which include Hindi, Telugu, Tamil, Malayalam, Bangla, Punjabi, Gujarati, Marathi, Kannada, Odia and Assamese.
By removing language barriers and simplifying the user experience, the company has widened its reach to many more people across India’s small towns and villages. The highly interactive app, which is the digital gateway to all Airtel services, allows prepaid users to access ongoing offers to recharge their phone at the click of a button. One can also log service-related issues in just a few clicks. It has also tapped into its customers’ demands to enable broadband users to temporarily pause their connections.
One can also send loved ones eGift cards such as shopping and travel vouchers, in a safe and secure digital payment environment. Sending money to friends and family is a simple task with Instant Money Transfer and BHIM UPI. The Thanks app serves as the portal to Airtel’s vast digital entertainment library that showcases unlimited music, HD movies and popular TV shows.
As a leading telecom provider in India, Airtel has focussed on user delight and providing a holistic, immersive experience. According to the Mobile Network Experience Report of September 2020, Airtel remains the operator to beat, winning four of its awards outright – Video Experience, Games Experience, Voice App Experience and Download Speed Experience. It also won the Video Experience award in India for the fourth time in a row, added the report from Opensignal, the independent global standard for analysing consumer mobile experience.
By adding regional language support to the Thanks app, it becomes more relevant and accessible for local customers, enabling them to experience the full potential of its digital services.
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