KE Launches 24/7 WhatsApp Service for Customers

Karachi’s sole power supplier, K-Electric (KE), has launched a 24/7 WhatsApp service for residential customers of the city and adjoining areas.Advertisement

The service allows users to lodge technical or billing complaints, obtain their duplicate bills as well as income tax certificates. Customers can also download forms for new connections along with a checklist of required documents.

The company said it realized the need to shift towards alternative delivery channels (ADC) to keep up with changing trends. It shared an estimate that about 77 percent of bills are now paid online and hoped the establishment of a direct communication channel with consumers would increase the bill recoveries by at least Rs. 7.4 billion.

How to use the service?

KE consumers can add the +92-348-0000118 and start a conversation with their customer care representatives at any time. They can be registered to the system by providing a 13-digit KE account number.

The registration will help them directly interact with the KE help center regarding their technical and billing complaints.

Those who don’t want to or cannot use this communication channel for some reason can call on 118, KE’s designated call center, or SMS their complaint at 8119 or through KE Live App.

The WhatsApp service has been launched in collaboration with Infobip, a global leader in omnichannel communication. The two entities signed an MoU in July earlier this year in this regard.

Sadia Dada, Chief Marketing and Communication Officer at K-Electric said that the use of technology had enabled businesses to become more agile and resilient in a post-pandemic world, and KE does not want to fall behind.

“We prioritize customer convenience and want to provide them with a plethora of services through which they can remain digitally connected with KE for their complaints or queries. We are constantly exploring innovative ways to revolutionize how we interact with our customers and modernize our digital touchpoints to create a richer, simpler, and more engaging customer experience,” she said.

Raza Abbas, Head of Customer Experience at KE, expressed pleasure over the launch.

“K-Electric is proud to be at the cutting edge of technology and digitization. WhatsApp is one of the most widely used services in the world and many businesses are incorporating it in their customer engagement strategy. This addition will strengthen our connection with our consumers and give them the flexibility to reach out to us from anywhere in the world with ease,” he added.

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