Kuwait-based Talabat.com, a pioneer of the online food ordering business in the GCC, recently upgraded its portal for providing an enhanced digital experience to its customers.
In association with Middle East Telecommunications Company (METCO), Talabat implemented a cutting-edge Contact Center Select Solution from Avaya, a global leader in team engagement solutions based on unified communications and collaboration technologies.
Avaya’s engagement solutions helped Talabat create better user experiences for its customers by smoothening communications for taking quick and informed decisions, unifying locations regionally and increasing team productivity. This Omni-channel communication technology eliminates resource constraints caused by repetitive requests and manual processes, while managing volume fluctuations resulting from significant growth.
It has also helped Talabat leverage the latest best practices and technologies to identify customer trends and streamline contact handling.
“METCO and Avaya offered a fresh approach to achieving Talabat’s business goals through innovative engagement solutions, delivered via cutting-edge technology to transform and revolutionize its customer experience,” Mohammed Areff, Avaya’s vice president for Middle East, Africa and Turkey, told Gulf News Journal. “International case studies and our extensive expertise in the area reassures Talabat that every phase of the project will be dealt with the utmost professionalism.”
Areff added that e-commerce business in the GCC and MENA region has a huge potential for massive growth due to the high relevance of the business as well as high internet and smartphone penetration. With this innovative digital solutions upgrade, Talabat.com can further enhance the efficiency of its internal processes, supply to increasing demand from customers, as well as better tend to high volume calls and orders.
“Augmenting effectiveness of internal processes will amplify the entire customer experience by making it easier, faster for Talabat’s customer,” Areff said. “Customers are highly impressed and satisfied with the streamlining and the further ease that Talabat has been able to provide since the partnering with METCO and Avaya.”
Talabat.com was founded in 2004 by a group of young entrepreneurs who took advantage of the online food ordering opportunity that existed in the Kuwait market. A decade later, with more than 2,700 restaurants on its platform operating across all six countries in the GCC and Jordan, Talabat has become the most sought-after online food ordering service in the GCC region.
Talabat.com constantly acquires new technology that will reflect positively on both its internal process and needs as well as its external customers’ satisfaction and expectations.
“Talabat is very optimistic about the partnering with METCO and Avaya as both companies overlap in the same values and core strategic plans to further expansion, always promising the best,” Areff said.