How MENA Brands Can Improve Interactions With Customers

Ahmed Hamdan is a keynote speaker at the Global Entrepreneurship Congress. He is the cofounder and CEO of Unifonic, a Saudi unicorn in the making this is a customer engagement platform that unifies communication channels, messaging apps and chatbots.
26 Mar 2022

In the MENA region, the adoption of digital technologies is accelerating fast. The region is making big leaps in the digital direction with heavy investments in telecommunication infrastructure - to support the effective digitalisation of the customer experience.

Often brands can become too comfortable in how they communicate with customers, failing to consider where they can improve. However, business as usual is no longer enough to build stronger customer relationships. In today’s digital age, the customer experience (CX) is crucial for brands to survive. As consumers communicate across multiple channels, great value is placed on developing smarter communication plans - to ensure that seamless interaction is achieved through multi-channel solutions.

Because technology is constantly evolving, it’s not easy for organisations to keep up. Streamlining their own communications infrastructure quickly becomes both complex and costly.

Unifying engagement channels is one of the most important aspects of improving customer engagement. As a leader in customer engagement technology, Unifonic makes things simple by delivering one communication platform for everything and everyone.

Digital technologies are at the heart of customer interaction. Some people perceive technology as a barrier to personal connection, where in reality - it can offer exciting opportunities to engage more deeply through the channels stakeholders prefer. We’re in the midst of a tech revolution involving the use of digital tools to empower the consumer, allowing organisations to deliver a seamless and authentic experience across every touchpoint. When done well, this results in a more satisfying customer experience, increases efficiency and helps to drive profits.

With digital adoption paramount, entities also need to deliver personalised experiences across communication channels. This means that they need to optimise data gathered across the omnichannel sphere. Companies should put systems in place to collect and analyse information shared at every interaction, in order to create meaningful insights about the customer and promote better interactions.

Part of optimising the entire life-cycle of customer engagement is offering effective customer support. Solving customer problems more efficiently is key to retention. Here, technology plays a significant role in enhancing customer service for everyone’s benefit. Digital media allows for 24/7 online contact; this is why companies need to utilise their data to understand customer preferences when it comes to which communication channels they prefer to use at which points of the journey.

Automating the customer care processes provides a wide range of opportunities to respond with relevant notifications and guidance, resulting in faster turnaround times and better outcomes overall. This way, customer service reps and pre-programmed systems are able to work smarter for the benefit of customers.

Today, CX is one of the top priorities in any industry. A single bad customer interaction can result in an array of negative outcomes for the brand in question. As customers in the MENA region are driving digital change, better service is required to meet their needs. Unifonic is committed to delighting customers with remarkable omnichannel experiences for better interactions across all platforms.

About Unifonic

Unifonic is a customer engagement platform that enables organisations to delight customers with remarkable omnichannel experiences. By unifying communication channels, messaging apps, and chatbots, Unifonic streamlines conversations at every touchpoint throughout the customer journey. Unifonic connects enterprises like Saudi Electricity Company, Saudi Ministry of Health, Absher, Uber, Aramex, Noon, as well as leading banks and financial institutions throughout the region, in addition to health, education, travel, e-commerce, and logistics sectors worldwide. With proven expertise in emerging markets since 2006, Unifonic is committed to delivering excellence handling 10+ billion annual transactions for millions of recipients in over 160 countries, backed by local corporate presence in four countries and a dedicated team of 200 professionals serving clients 24/7.

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Ahmed Hamdan

Co-Founder and CEO | Unifonic Inc

A software engineer by education, Ahmed is passionate about solving business… More