UAE telco operator du has introduced its Video Retail Support system in nine of its shops across the UAE, giving walk-in customers the opportunity to interact with its service experts through a video conferencing system.
Commenting on the launch of the system, Ismail Mohammed, senior VP of customer operations at du, says: “As part of our commitment to the UAE community, we are constantly seeking innovative new ways in which we can add life to life and bring more convenience into our customers’ communications. A high volume of our customers prefer to use our shops as a contact point with our experts. Video Retail Support is a quick, convenient way of reaching resolutions, which leads to a high satisfaction rate. Quicker, convenient solutions of this kind are in line with our support of the UAE leadership’s vision for a Smart future.”
To date, 85 percent of du customers who have used the system have been satisfied with the outcome of their virtual meeting. du intends to roll out more locations later in the year. All customer queries made through the Video Retail Support system are received by du’s back office technical team, who currently handle more than 2,100 questions a month from both du’s Consumer and Enterprise customers.
du was recently named Best Customer Experience Management Brand at the third Annual CEM in Telecoms Middle East Summit – during which Osman Sultan, CEO at du, was recognized as Customer Experience Champion of the Year.