Ooredoo Manages Digital Customer Service at Scale with Engage Digital
“Your platform just handled 15,000+ concurrent calls!”
Ooredoo is a leading international communications company with more than 100 million customers across the Middle East, North Africa, and Southeast Asia.
Digital Customer Service at Scale with Engage Digital
As a key player in the digital world, Ooredoo Myanmar needed to develop a customer experience aligned with customers’ new habits.
Previously, Ooredoo Myanmar's customer service was available via email and phone. The company was present on Facebook but was mainly using it for marketing and advertising purposes. However, customers were also using the comments section to send inquiries. The customer service team was not able to track these interactions and answer them. The team then began looking for a way to improve this process.
“RingCentral allows us to keep up with our customers’ expectations on digital channels. It is a key partner to ensure our business continuity.”
Aye Thiri Win
ICT Demand and Portfolio Senior Manager, Ooredoo Myanmar
“As the number of customer interaction channels rapidly grows in Myanmar’s digital spectrum, we needed an efficient way to engage with customers.”
Saw Hser Thart Kler
Customer Experience & Service Operations Head, Ooredoo Myanmar
Finding the right solution
One of the main challenges of Ooredoo Myanmar’s customer service was to monitor and pilot its activity. The company was looking for a way to track the activity, optimize the management of interactions, and unify all channels.
Ooredoo also needed a scalable solution to manage the growth of digital customer interactions on a variety of channels.
By relying on Engage Digital, the company successfully adopted a variety of channels enhancing customer service.
Engage Digital for an Omni-Digital approach
The company was looking for a tool that supported its vision of empowering employees to provide outstanding customer experience.
Engage Digital allowed them to manage more efficiently the comments on their Facebook page. The company also integrated live-chat in the solution, to assist website visitors in real-time.
Developing Remote Work at Scale
After the successful tests of remote working, Ooredoo Myanmar offered this option to more employees. It improved employee satisfaction and prepared the company for any unforeseen event.
During the 2020 lockdown, Ooredoo Myanmar moved more than half of its agents to remote work. This allowed the company to keep employees safe while remaining available to customers.
To facilitate the management of interactions during this difficult situation, the company also decided to increase the use of digital channels.
Encouraging the use of digital channels
In periods of peaks, digital channels reduce waiting times and smooth the activity. Ooredoo Myanmar is using its IVR to redirect customers to digital channels.
Instead of waiting on the phone, customers can send a message within MyOoredoo mobile app. Thanks to the customer account information, agents solve issues more efficiently.
Today, Ooredoo Myanmar successfully adopted a variety of channels enhancing their customer service.
The company is looking to add more channels and automation in the future. You can learn more about the story below.