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Makes Addition to Customer Care Support Portal

Telecommunications innovator, Digicel, has today announced a ‘live web chat’ facility on its website. This, said the company, is an extension of its Customer Care which gives customers a quick, easy and convenient way to get answers while browsing products and services on its website.    

Available seven days per week from 8am to 6pm, Digicel’s online chat facility allows website users to ‘speak’ directly with Digicel Customer Care Agents, simply by typing their message onto the on-screen widget. To access the service, customers can click on the ‘chat now’ link on the company’s website at www.digiceljamaica.com.

Digicel explains that a number of factors have contributed to expanding its customer offerings to online. “The customer dynamics have changed significantly – customers are spending more time online, so have to go where they are,” said Dwayne Tulloch, customer care director at Digicel.

“The Digicel brand is also evolving from a pure mobile operator to a complete telecommunications and entertainment provider, so with that, call volumes will increase. The implementation of this system is therefore part of our wider customer service improvement strategy which will help us to continue to achieve a marketing leading customer resolution rate,” Tulloch continued.

Online Chat is an easy and convenient way for customers to get additional information from companies about their products and services, even while on their website and without having to navigate to navigate from the site to contact a customer service agent by phone. 

Digicel boasts several customer service awards, with the most recent being Service Excellence Award for 2014 from the PSOJ/Jamaica Customer Service Association. Additionally, according to its last Customer Satisfaction Survey done in January 2015, Digicel was rated number one for Excellent Service by its customers, followed by Scotiabank. In the same survey conducted by ActNow, 61% of the telecommunications customers that were survey voted Digicel as the number one telecommunications provider for Excellent Customer Service.

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