Nakumatt Holdings, has announced on-going plans to establish a fully-fledged round the clock Contact Centre facility as part of as it strives to enhance its customer service delivery.
The new Nakumatt Contact Centre has been developed in conjunction with ISON BPO, a local business process outsourcing agency to provide a one-stop customer relationship management platform.
Speaking during an event to mark this year’s World Customer Service Day, Nakumatt Holdings regional operations director Mr Thiagarajan Ramamurthy confirmed that the firm is investing heavily to uplift its face-to-face and online customer service functions.
Nakumatt has this year invested more than Kshs 86million in the strategic projects geared at guaranteeing globally benchmarked quality customer interactions.
The new Nakumatt Contact Centre is already operational and has been providing online customer care support through a dedicated telephone service line: 0730 123 456 and email address: firstname.lastname@example.org on a pilot basis ahead of a formal transformation to a 24hr service.
“In the retail sector, customer interaction moments remain the bedrock of success and at Nakumatt, we have been reviewing, improving and adopting various customer service delivery options to meet and exceed our customer expectations,” Ramamurthy said.
The partnership with ISON BPO, he explained is part of the elaborate efforts to adopt modern customer relationship management solutions. With the new Contact Centre facilities, Nakumatt customers can now access a range of services including product queries, complaints and compliments.
Beyond the basic customer service functions, Ramamurthy disclosed that plans are also at an advanced stage to expand the contact centre to act as an online sales support function once the Nakumatt Online Shop is unveiled in coming days.
“Like never before, Nakumatt is embracing the limitless potential that online and technology based customer relationship management solutions present as part of our business development strategy,” Ramamurthy explained. He added that, “In coming days, we’ll also be unveiling a fully-fledged online retail store in association with a secure courier company for a select range of products.”