Some details
Winning by better customer experience in retail.As the leading telecoms company in the UAE, Etisalat provides services that let people live a connected life. Its mission is to do this better than anyone else. But walk into one of its stores in 2014 and queueing was the predominant experience. Recognising the important role stores play in customer experience, Etisalat wanted this to change. Start helped them reimagine retail
with a responsive, streamlined experience that both meets the needs of their business and connects with their consumers.TransformingEtisalat customer service
The store presents a series of customer-focused, engaging experiences – in a modern, digitally enabled, sociable environment that’s operationally smart to the smallest level of detail. Service is much more efficient and educates customers in self-help and on-the-spot problem resolution. Sales data, customer satisfaction ratings and waiting time monitoring all prove that the new design is better connecting customers with Etisalat products and services. Crucially, it has lifted sales of higher value products and services – prompting the concept’s roll-out across the entire UAE Etisalat retail estate.