Bravo sets new standards for customer care in telecommunication industry in KSA

This change came about as Bravo's customer base has witnessed outstanding growth and its bouquets of products and services have widened.

Bravo has adopted two new services in its customer care; one of which is the account management system which assigns specific managers for each client with over 100 subscriptions. The account manager builds a personal relationship with clients, as well as being available around the clock to serve the clients' needs and guide them. In addition, the account manager trains Bravo's product users in the field to guarantee optimal user efficiency in all processes. (i.e.: receiving requests, taking immediate actions as far as complaints are concerned, settling due payments ...etc).

"Customer Care represents a challenge in the Saudi telecoms market" said Malik Bentaieb, Chief Operating Officer (COO), of Bravo, "Especially as the customer demands are increasing exponentially which drives the telecommunications' providers to develop their traditional customer services."

Bentaieb continues:

"Bravo has recently conducted field studies on various examples of customer service to determine to what extent it affects the customers' satisfaction. The studies proved that the customer service influences the consumers' purchasing decision by 60%."

The new, adapted foundations of Customer Care in Bravo also includes appointing a team that is responsible for maintaining a good relationship with the clients, through close observation and usage monitoring, in addition to complaints or negative feedback, thus ensuring the best quality of service and meeting the customers' expectations.

The development of Customer Care at Bravo comprised updating the call centers and providing in both English and Arabic speaking employees, plus an instant reply mechanism that also reduces the waiting time to less than 10 seconds (on average).

It is to be noted that Bravo provides a package of wireless communication services to companies and groups by using its five-in-one integrated technology to increase productivity.
This total wireless communication solution enables users to have full access to all five services: digital two-way dispatch radio (PTT), mobile telephony, SMS, data transfer services (Internet Browser,) and GPS based services.