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Ooredoo set to launch new customer service platform.

Ooredoo is set to roll-out a new real-time customer service platform, which is being billed by the company as a 'first' for the Middle East North Africa (Mena) region.

The service is expected to enable the company to instantly receive, analyse and respond to customer requests and queries across its global footprint.

The company will deploy its 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 most to customers.

The Voce Platform works by accumulating customer feedback on their experience across all Ooredoo touch points, call centres, retail or branch locations and mobile/social platforms.

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 Kuwait, Tunisia, Algeria and Qatar.

Dr Nasser Marafih, Group CEO, Ooredoo, said: "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."

Ooredoo awarded 'Socially Devoted' status

Ooredoo has been awarded the 'Socially Devoted' status by leading online media analysts Socialbakers for its online presence in August, for the second time in 2014.

The company has a strong presence on both Facebook and Twitter as well as other online platforms such as LinkedIn and Instagram.

The 'Socially Devoted' status is an important milestone for Ooredoo to achieve as the company pushes to move customers to engage online via smartphone devices instead of through traditional methods such as the call centre.

Ooredoo has over 447,000 fans on Facebook and 109,000 on Twitter. To build on this engagement with its customers and create an online platform dedicated to dealing with customers one-on-one Ooredoo has also created the Ooredoo Community -- Qatar's first dedicated online customer forum.

To achieve the 'Socially Devoted' status, companies must maintain a two-way dialogue with customers and respond to at least 65% of their follower's questions in good time.

Gulf Times Newspaper 2014 Provided by SyndiGate Media Inc. ( ).

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Publication:Gulf Times (Doha, Qatar)
Date:Sep 4, 2014
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