In its business operations, K-Electric continues to harness technologies and digitization with the aim of upgrading and providing a customer experience.
A further milestone has been made in this regard, as KE became the first utility in Karachi and neighboring regions to introduce a WhatsApp service for residential clients.
The 24/7 service was developed in order to offer users a hassle-free real-time response experience.
A fully automated service may be used to lodge technical complaints, receive duplicate accounts and income tax certificates and download the new connection form together with a checklist of documents required.
The emergence of COVID-19 affected business activities all over the world, which resulted in a drastic shift to alternate delivery channels (ADC) including internet and mobile banking for payments and e-commerce transactions.
Reports suggest that the ownership of telephones climbed by up to 10% in 2020, with some estimates showing that about 77% of electricity bills in Pakistan were paid online.
In FY 2020-21, K-Electric also noticed a rise in ADC use, which equates to an increase in bill payments of almost Rs7.4 billion.
With WhatsApp being a mainstream medium for communication, it offers a significant chance in real time to interact with customers.