Eida launches live 24/7 chat service in Arabic and English
The Emirates Identity Authority (Eida) launched a live chat service in Arabic and English on its website on Tuesday, the first in government departments.
A senior official on Tuesday said the service, titled ‘Ask Ahmed’, is accessible locally and abroad round the clock, seven days a week. The interactive service is one of all new 14 interactive channels specially designed for more effective and innovative communication between the authority and the public.
Nasser Al Abdouli, Director of Service Centres Support, said the Emirates Identity Authority had earlier launched similar interactive services on its official account on Twitter. “We want to ease customers’ suffering, and instantly solve their problems through a live chat connected with the Customer Relationship Management (CRM) department.”
Al Abdouli added that the new service shall initially be on a trial basis for five days to assess customers’ interaction and feedback. “The free service shall then be launched round the clock, locally and abroad.”
He said well-trained staff have been assigned to efficiently run the new service and better attend to customers’ remarks, complaints, and inquiries in an accurate and more creative way.
“The Emirates Identity Authority is very keen on developing and adopting a variety of communication channels based on the latest digital technologies to save time, effort and money, and more importantly win customers’ satisfaction in line with its 2014-2016 strategic plan.”
Al Abdouli said the CRM is dedicated to provide creative government initiatives as part of conversion to Smart mGovernment which provides its services to customers round the clock and can be accessed from anywhere.
Eida, in September had launched ‘Ask Hamad’ through its account on Twitter. The weekly initiative was aimed at boosting Emirates ID’s interaction with customers. Customers can avail the service every Thursday between 12 and 2pm.
Amer Al Mahri, Director of Government and Community Communication at Eida, said the initiative is the first of its kind in the UAE.
“The service stimulates the ‘Online Open Day’ as an interactive mechanism to directly communicate with customers who use Twitter and follow Emirates ID’s account:@EmiratesID.”
“An official representative from Emirates ID will respond to customers’ queries and interact with them for two hours every Thursday from 12 to 2pm on the hash tag (#ASKHamad).
Al Mahri pointed out that in mid-2012, Emirates ID launched a Twitter account under the name @EmiratesID_Help as an additional interactive channel with the public besides its official channels on Facebook, Twitter and YouTube.
“Emirates ID provides a number of interactive channels for its customers through its website. These include (EmiratesID_skype) voice, video or text messages chat, as well as “You ask, We answer” and “Contact the Director General” services.