eXtra increases operational efficiency and cements customer service excellence
Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that eXtra, Saudi Arabia’s largest consumer electronics and home appliance retailer, has developed a world-class contact centre to improve operational efficiency and customer experience.
The Khobar-based site is powered by the Altitude uCI 8 solution, providing eXtra with advanced IP contact centre features including a voice portal, unified centralized monitoring and queuing, routing and reporting solutions. eXtra provides over 13 million customers with more than 12,000 products in stores across 23 cities in the Kingdom. The company was recently named as one of Saudi Arabia’s top 100 brands in recognition of its exceptional growth and sustained commercial success.
Building on a relationship of trust
“Providing world-class service is a key part of the eXtra value offering,’’ commented Omar Mugharbel, Marketing Director, eXtra. “Our objective is to be the pioneer in providing consumers with a multichannel experience in consumer electronics and home appliance. As such, eXtra is driven to exceed customer expectations every single day, with every single interaction,’’ he added.
eXtra has expanded its in-home maintenance and repair services for electronics, home appliances and air conditioning. Customers who experience a problem with their electronics and home appliances can now interact with the Altitude-powered “eXtra Care” service without having to leave their homes. eXtra’s contact centre offers anytime anywhere computer maintenance, remote assistance over the phone, and mobile setup with total back-up and maintenance through its trademark Force 24/7.
“The response from customers to our in-home maintenance and repair services has been overwhelming,” commented Hussam Ibrahim, CRM Director, eXtra, “A dedicated trained service team and a world-class contact center have been put in place to meet customers’ needs and expectations. We are building on a relationship of trust, which differentiates us from our competitors and makes us the one-stop-shop for all our customers’ consumer electronics needs.”
With the new Altitude-powered Contact Centre system in place, eXtra is able to intelligently distribute customer interactions, provide customer self-service, automate outbound dialling for satisfaction surveys, as well as utilize quality management. Customer Service Representatives (CSRs) have access to all relevant customer data, enabling them to view a customer’s entire relationship with eXtra and to quickly identify answers to their questions.
“We’re very excited to be working with eXtra to develop their customer service experience. eXtra has a forward thinking approach, and this is the ideal time for us to be partnering with such an important retailer, as they continue to grow and emerge as regional leaders,” said Riadh Boukhris, Altitude Software MENA President.
Altitude Software delivers a robust, modular omnichannel solution that helps companies unify all customer interactions and become more customer-centric. The European vendor boasts over 1100 customers in five continents and provides a regional base in Dubai, UAE for the entire Middle East and North Africa region. Altitude Software has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide.