Etisalat UAE’s mobile app crossed more than one million downloads since launch in the second quarter of 2014. The app has registered over 56 percent increase in downloads in 2015 due to enhancements focused on improving customer experience.
The interactive mobile app was launched to offer customers a range of smart services on their fingertips – usage tracking, bill payments, recharges, instant subscription to bundles and packages, live chat, parking payments and much more.
Etisalat’s survey revealed an overwhelming response with 96 percent users frequently accessing the app. The number of payment transactions on the app increased by 70 percent in the first two quarters of 2015. Most customers preferred the interactive self-care app to connect with Etisalat, with more than 50,000 conversations through the ‘live chat’ feature.
Muhammad Al Fahim, Vice President of Digital Customer Experience at Etisalat, said, “At a time and age when people’s dependence on their mobile devices has increased so much, our aim was not just to launch an app, but to create an experience. Keeping that in mind, we made the necessary investments, listened to our customers’ feedback and used it to introduce additional features and enhancements. The response has been extremely rewarding. It has effectively become a new communication channel to engage with our customers, helping us further strengthen our relationship with them.”
The recent addition of features such as international credit transfer, data gifting, multiple payments in one transaction as well as earning and redeeming Etisalat rewards, is expected to further increase the usage of the app.
The survey also recorded a positive climb in the overall app experience and usage, with 76 percent customers finding the app customer friendly, more personalized and easy to use.
The Etisalat UAE mobile app can be downloaded for free on iOS, Android, BlackBerry and Windows platforms.