K-Electric pioneers the launch of Whatsapp Servce for the convenience of customers in the electricity industry
K-Electric continues to leverage technology and digitization in its business operations with a focus on improving the customer experience and greater convenience. Another important step has been taken in this regard, as KE has become the first electric utility to launch a WhatsApp service for residential customers in Karachi and surrounding areas.
The 24/7 service was launched to provide consumers with a hassle-free experience with real-time responses. The fully automated service can be used to file technical or billing complaints, obtain duplicate invoices as well as income tax certificates, and download new login forms as well as a checklist of required documents.
Business operations across the world have been affected by the advent of COVID-19, causing a radical shift to Alternative Delivery Channels (ADCs), including internet and mobile banking for payments and e-commerce transactions. . Reports estimate that phone ownership increased by as much as 10% in 2020, with some estimates noting that nearly 77% of utility bills in Pakistan were paid online. During FY20-FY21, K-Electric also noted an increase in ADC usage, corresponding to an increase of approximately PKR 7.4 billion in bill payments. WhatsApp becoming a mainstream communication tool, it offers a substantial opportunity to connect with customers in real time.
The WhatsApp service was launched with the support of Infobip, a global leader in omnichannel communication offering a suite of tools for advanced customer engagement and support. KE and Infobip signed a memorandum of understanding in July 2021 to deploy the service to consumers.
Commenting on the launch, Sadia Dada, Director of Marketing and Communications at K-Electric added, “The use of technology allows businesses to become more agile and resilient in a post-pandemic world. We value the convenience of customers and aim to provide them with a plethora of services through which they can stay digitally connected with KE for their complaints or questions. We are constantly exploring innovative ways to revolutionize the way we interact with our customers and modernize our digital touchpoints to create a richer, simpler and more engaging customer experience.
Raza Abbas, Head of Customer Experience at K-Electric, was delighted with the launch of the service, stating “K-Electric is proud to be at the forefront of technology and digitization. WhatsApp is one of the most used services in the world and many companies are integrating it into their customer engagement strategy. This addition will strengthen our bond with our consumers and give them the ability to easily contact us from anywhere in the world. “
Safder Merchant, Country General Manager for Infobip also stated, “Digital transformation has gone from being an advantage to a necessity almost overnight, and truly customer-centric businesses must adapt to new market demands. This is why we are proud that K-Electric is one of the market pioneers in their industry; they recognized the needs of their customers and introduced communication through WhatsApp for Business, the preferred communication channel for customers.
Logging into KE through the WhatsApp service is as easy as saying hello to a friend. Consumers only need to add the number + 92-348-0000118 on their phones and their message to start their journey. They may be asked to provide their 13-digit KE account number only once, after which they will be registered in the system. The platform is free, however, mobile internet data charges from telecommunications service providers may apply.
WhatsApp 24/7 service is another addition to the suite of existing services for customers, including 118 call center, 8119 SMS service, KE Live app and social media platforms.