Ooredoo Oman revamps customer service with Digital Champions

Ooredoo Oman revamps customer service with Digital Champions
Published: 24 April 2018 - 8:11 a.m.
By: CommsMEA staff writer

Ooredoo Oman is redefining its customer service with the recruitment of 13 new Digital Champions.

In addition to answering customers’ phone calls at the contact centre, the new Digital champions will also serve them through social media, Ooredoo’s Live Chat, and WhatsApp. Upon joining, the new Champions will be trained on the necessary communications skills to handle clients on social media and chat.

Ian Dench, CEO at Ooredoo Oman, said, "We live in a world where social media and chat dominate how we communicate and customer expectations are constantly shifting. It makes sense that we serve our customers through the channels that meet their needs. However, this requires a new set of skills and we are pleased to be expanding our training beyond traditional call centre teaching to a completely new set of skills."

Beyond the new recruits and throughout the year, all of Ooredoo’s existing Champions will receive the training.

Ooredoo already has an impressive and growing social media fan base of over 1 million with thousands of interactions every month.

Ooredoo launched earlier this year, a real-time live chat service on its app, enabling real time person-to-person chat , the service provides a gateway for app-users to receive instant support from anywhere.

Ooredoo also recently launched a dedicated WhatsApp number for Superfast Fibre customers to place orders for their plan of choice by simply sharing a house location and civil ID with the WhatsApp number 95103000.

The new direction in its customer care is part of Ooredoo’s efforts to transform Oman’s digital landscape, and subsequently contribute to a more knowledge-based and interactive telecommunications sector.

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