Ooredoo is set to roll-out a real-time customer service platform in a first for the MENA region, enabling the company to instantly receive, analyse and respond to customer requests and queries across its global footprint.
The company will deploy ‘Voice of Ooredoo Customer Experience’ VOCE technology, as it looks to distinguish itself by offering the best customer experience in each of its markets.
The VOCE Platform will enable Ooredoo to get customers feedback in real-time, enabling the company to focus even more strongly on what matters to customers.
The VOCE Platform works by accumulating customer feedback on their experience across all of our touch points - call centres, retail or branch locations and mobile/social platforms. And using this data, Ooredoo will be able to provide quicker responses to questions and shape its portfolio to the needs and expectations of its diverse customer base.
The technology is already live for Ooredoo’s Nawras in Oman, and plans are in place to deploy the service in a number of key markets this year, including Kuwait, Tunisia, Algeria and Qatar.
Dr. Nasser Marafih, Group CEO, Ooredoo, said: “A major part of our focus as Ooredoo is enabling the best possible customer experience, which is why we are continuing to invest in solutions and services that enable us to fully understand more customers’ feedback and act more quickly on this information. As the first company to deploy this customer service platform in the MENA region, we believe it will enable us to be more agile and accurate in our response, and help shape the development of a new generation of customer feedback-led innovations.”
As part of the first launch across Ooredoo Group footprint, Ooredoo’s Nawras is sending around 4,000 SMS surveys daily to customers who contact the Contact Centre. Ooredoo is committed to improving its customer experience by not only using this feedback to continually improve its quality of services, but to also immediately contact any dissatisfied customers.
With the global launch of the Ooredoo brand during 2013, Ooredoo made differentiation through the customer experience a central pillar of its strategy – to ensure that each of its operating companies was the leader in delivering best-in-class experiences to its customers across all touch-points.
Since then, Ooredoo companies have worked hard to enhance the ways that they communicate with and support customers. Over the past year, every Ooredoo operation has carried out qualitative and quantitative research to understand what customers are looking for and what their expectations of Ooredoo services are, to help shape their respective “Customer Promise,” which has supported the launch of a number of key initiatives to enhance service and delivery by Ooredoo.
The launch of the VOCE ‘Voice of Ooredoo Customer Experience’ platform is a critical milestone as Ooredoo pushes forward to become the most customer centric companies in its markets.
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