KFON Enhances Customer Support Services

Speedy Summary

• The Kerala Fibre Optic Network (KFON) has enhanced the operations of its technical call centre for improved customer support across Kerala.
• Customers can register complaints via a toll-free number (1800570 4466), the ‘ente KFON’ mobile app, or the self-care portal at https://bss.kfon.co.in/.
• Complaints are assigned into four priority levels based on urgency: Priority 1 (P1) to Priority 4 (P4). Critical complaints classified as P1 are resolved within 2-3 hours, while less urgent complaints take between 8 to 48 hours depending on their severity.
• Complex ticketing software manages complaint resolution efficiently and provides SMS notifications at both ticket creation and closure stages.

Indian Opinion analysis
KFON’s initiative to bolster its customer support system reflects an effort to enhance digital infrastructure accountability in Kerala. By adopting a well-organized escalation framework and leveraging advanced software tools, KFON has aimed for prompt issue resolution, thereby improving user experience significantly in public-sector projects. the move may also set benchmarks for similar programs focused on accessible internet connectivity across India, supporting greater inclusion in digital services. Efficient handling of complaints could build public trust and encourage adoption-a key aim under broader government initiatives like Digital India.

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