LAHORE ( TALAHA REPORT )
Making the customer experience delightful through simplicity, this revamp allows users to get control of advanced self-service options including detailed information on all the offers, tariffs, products and services with activation and deactivations through self-service IVR.
Transforming brand promises into operational reality, the company took number of incredible initiatives to further enhance the Customer Experience. Warid Contact Center achieved and maintained the highest service level in the last two years while in 12 of the nationwide Warid Experience Centers (Walk-In Business Centers) it maintains the average wait time of only 39 seconds and serving time of 4:52 minutes which is even lesser than 5 minutes.
Launched back in 2005, Warid gave the entire community slogans like ‘Be Heard’ and ‘We Care’. Over the years, it earned the perception of being the most caring service provider, having finest network quality, crystal clear voice and transparency.
The brand has been also declared the most devoted social/Facebook Brand for last three consecutive months with average response time improved from 564 minutes to 194 minutes. The company has set the highest standards of service excellence and is enjoying incredible brand reputation and exceptionally positive customer loyalty trends.
The helpline, IVR revamp is a great initiative as there are some additional services Warid has introduced which are offered for the first time in Pakistan by any operator. Now its postpaid customers can get complete personal account information from Help Line including billing details, free minutes Information, payment history, bill payment, voice offer free minutes Information and GPRS/SMS usage details. Not only this customers can also avail unique services from helpline & promotional IVR, such as info on Valued Added Services activations/deactivations, F&F list retrieval and PUK code confirmation.
Warid prepaid customers can now avail services such as package change, SMS bundles activations/deactivations, Internet buckets activation, voice offers activations, VAS activations/deactivations, F&F list retrieval, PUK code confirmation, balance Inquiry, package confirmation, tariff details and latest prepaid offers.
Being the trend-setter and leader in providing quality services, Warid continues to earn customer trust by setting excellence benchmarks in the services industry of Pakistan.