Ooredoo Kuwait is the first telecom operator to launch a real-time customer service platform, enabling the company to instantly receive, analyse and respond to customer’s expectations. The company deployed ‘Voice of Ooredoo Customer Experience’ (VOCE) technology, as it aims at distinguishing itself by offering the best customer experience in each of its markets.
The VOCE Platform will allow Ooredoo to get customer’s feedback in real-time, enabling the company to strongly focus on what matters to its customers. The VOCE platform works by accumulating customer feedback on their experience across all touch points – Customer care, retail or branch locations and other mobile platforms.
Ooredoo is sending daily surveys to its customers and using this data to provide quicker responses to questions and reshape its portfolio to meet the needs and expectations of its diverse customer base. Participation in all surveys via SMS is free of charge.
With the global launch of the Ooredoo brand during 2013, Ooredoo Group made differentiation through the customer experience a central pillar of its strategy – to ensure that each of its operating companies is the leader in delivering best-in-class experiences to its customers across all touch-points.