Nawras becomes first Middle East operator to use ResponseTek ‘Voice of the Customer’ for real-time customer experience insight
Providing the best customer experience has been part of the Nawras philosophy since inception. As part of their ongoing customer-centric initiatives, the company has adopted the world’s leading Customer Experience Management (CEM) software to provide feedback across all customer touch points.
Using ResponseTek’s ‘Voice of the Customer’ Listening Platform, Nawras continues to drive customer service innovation by receiving real time insights and feedback.
The new technology will allow Nawras to evaluate the impact of products and services by analysing trends and usage data and see where more value can be added. As a result Nawras can continue to offer and tailor plans for consumers and business – whether the focus is on data bundles, low-cost international VoIP calls, or bundled business packages to keep customers connected.
Nawras Director, Amaal Al-Lawati, said, “Nawras is the first operator in the Middle East to go live with ResponseTek’s software, making us a leader within the Ooredoo Group and in the region. Since inception, customer service has been our driving factor and we have continued to invest in the latest technology and innovate service through different channels to deliver a caring and listening service for our customers. The new software gives us the opportunity to measure customer satisfaction during every interaction and identify potential new options that will improve the customer experience, deliver more value and provide a personalised service to all.”
In the first stage of the ‘Voice of the Customer’ programme, Nawras will be sending SMS surveys to all customers who contacted the Contact Centre each day, an average of 10,000 interactions daily. The feedback programme will be extended to all remaining touch points by the end of the year, including complaints, in store purchases, outbound calls payments and network queries.
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Department Head – External Public Relations