Complex Made Simple

Video Retail Support introduced as an innovative way to serve customers in du shops

To add more convenience to customers’ in-store interactions, du introduced its innovative Video Retail Support system in 9 du Shops across the UAE, which gives walk-in customers the opportunity to interact with du’s service experts through a video conferencing system,

Ismail Mohammed, Senior Vice President Customer Operations, du, said: “As part of our commitment to the UAE community, we are constantly seeking innovative new ways in which we can add life to life and bring more convenience into our customers’ communications. A high volume of our customers prefer to use our Shops as a contact point with our experts. Video Retail Support is a quick, convenient way of reaching resolutions, which leads to a high satisfaction rate. Quicker, convenient solutions of this kind are in line with our support of the UAE leadership’s vision for a Smart future.”

To date, 85% of customers who have used the system have been satisfied with the outcome of their virtual meeting. Given the success of the initiative, du intends to roll out more locations later in the year. All customer queries made through the Video Retail Support system are received by du’s back office technical team, who currently handle more than 2,100 questions a month from both du’s Consumer and Enterprise customers.

du, having recently been named Best Customer Experience Management Brand at the 3rd Annual CEM in Telecoms Middle East Summit – during which Osman Sultan, CEO, du, was recognized as Customer Experience Champion of the Year – is committed to continuously improving customer experience.

There are several convenient customer service channels that du customers can use, which allow them the option of choosing whichever best suits their needs. In addition to visiting du’s Shops, customers can:
• Call 155, or 800 155, for enquiries and support for mobile services, plans and devices.
• Call 04 390 5555 for all home services enquiries and support, including landline, broadband and du TV.
• Call 188, or 800 188, for enquiries about mobile and fixed services for business.
• Customers can also email [email protected] for all consumer enquiries about mobile or home services. Business customers can email [email protected] for mobile enquiries, and [email protected] for fixed services enquiries.
• du’s experts are also available through @dutweets on Twitter, and customers can also pose their queries to du’s Facebook page,

For further information, please contact:
Maryam Al Balooshi
PR Lead(Corporate)
Brand & Communications
Mobile: +971 55 953 0523
Email: [email protected]

Reka Sepsy
LeoComm PR
Tel: +971 4 367 6154
Mobile: +971 55 220 68 20
Fax: +971 4 367 2615
Email: [email protected]