Zain Kuwait has selected IBM social software to connect their customers to the company’s services team. This software aims to give a “deeper and more personalised” experience to the 2.5 million customers that Zain Kuwait has.
The solution is being implemented in partnership with IBM business partner, Khorafi Business Machines and it is currently underway, according to IBM.
The agreement was signed at the end of 2013 but the solution was not deployed until now.
Customers can participate in Zain’s online communities where different subjects will be discussed. Experts will be sharing feedback about products and services for Zain’s clients.
“With the number of mobile devices and social media tools on the rise, it is crucial that Zain has the right channels in place to reach our customers with the best personalised content and services wherever they may be,” said Omar Al Omar, chief executive officer, Zain Kuwait. “Leveraging IBM’s solution capabilities, we will be able to gain deeper insights about our customers’ behaviour which will help us in our customer engagement and services personalisation.”
The IBM Customer Experience Suite helps organisations develop a dynamic Web experience for consumers that can attract and retain customers, personalise advertising and marketing campaigns, and enhance overall customer loyalty, according to Zain.
Kuwait's mobile penetration rate has reached 215% according to Business Monitor International.