Mobitel marks 2 years of successful customer service through WhatsApp and Viber

Stamping yet another milestone in providing digital-led customer service, Mobitel, Sri Lanka’s National Mobile Service Provider, marked its second successful year in providing an unblemished customer service via a range of Over the Top Applications (OTP) such as WhatsApp and Viber.

Understanding the growth of technology and the dynamic needs of its customers, Mobitel launched Sri Lanka’s first digital-led customer service via WhatsApp and Viber in 2018. Mobitel’s pioneering move to provide customer touchpoints via OTT platforms has enabled customers to remain connected and address their queries to obtain guidance and solve their problems in a hassle-free manner. 

Mobitel also offers other digital customer touchpoints such as a Chatbot, Self-Care App, DataMart App, Web Chat and E-mail, in addition to the traditional hotlines, frontline support and fax. By offering every possible touchpoint, Mobitel has provided its trademark service of prompt, warm and efficient service standards to which its customer base has become accustomed. 

Mobitel regularly sets new benchmarks for the industry by demonstrating its market-leading customer-centric products and services. Mobitel’s industry leading customer service breakthroughs have led it to win the ‘Service Brand of the Year’ award at the SLIM Brand Excellence Awards for two consecutive years in 2017 and 2018 and received an array of accolades at the recently-concluded Singapore Customer Engagement Forum and Awards that recognised outstanding brands that have gone beyond regular services to offer supreme customer engagement and service.