Jazz is breaking new ground by providing a self-care service window on WhatsApp

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June 10, 2019
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Having already itself as a premier telecommunications operator in Pakistan, Jazz has now officially become the first in the country to offer its post-paid subscribers a self-care service window on the world’s most popular chat application – WhatsApp.

According to the terms of this immense collaboration, WhatsApp will serve as a self-service portal for Jazz users, which is expected to work in two ways. Either the customer can send a message to the Jazz WhatsApp number, or it can happen the other way around. In order to connect with the Jazz WhatsApp channel, customers can send “Hi” to 0300-3008000.

Once they are connected to the channel, customers will be able to pay their bills, acquire their recently generated invoices and view their billing information as well along with helpful FAQs. As it happens, all conversations that take place during this process will be absolutely free of charge.

This development is a first for a Pakistani telecommunications operator, and one has to laud Jazz for realizing the importance of integrating self-service within a platform like WhatsApp as the masses continue to shift away from traditional self-service models.

On the occasion, Chief Customer Experience Officer at Jazz Sadia Khurram said, “In keeping with evolving habits of our customers in the digital space, Jazz is committed to providing friction-free and effortless services to its customers, and is proud to announce the launch of WhatsApp as a social support channel for its valued customers.”

While the first phase of this project is going to comprise of self-service options for consumers including receiving billing information, invoices and making payments using a simple menu, the ultimate plan is to ambitiously grow it into a fully-developed communication channel for users.

Expounding upon the importance of this project, Ms. Khurram said, “As customers increasingly inhabit the world of WhatsApp and their preference is moving from ‘traditional call center care’ to ‘social care’ models, Jazz will continue to be responsive to its customers’ needs for easy, fast and convenient care channels.

This collaboration was made possible via WhatsApp’s local partner Infobip, which operates one of the world’s top proprietary messaging and communications platforms.

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