Pakistan Telecommunication Company Limited (PTCL), the leading ICT services provider in the country, has teamed up with PayFast, a Payment Service Provider (PSP) licensed by the State Bank of Pakistan, to introduce a groundbreaking bill payment solution through WhatsApp. This state-of-the-art service allows PTCL customers to easily view and settle their bills directly within WhatsApp, marking a significant advancement in digital customer service for Pakistan’s telecommunications sector.
The launch’s official signing ceremony occurred at PTCL Headquarters in Islamabad, featuring senior executives from PTCL, eOcean, and PayFast. This partnership enables customers to select from multiple payment options, including major banks and well-known mobile wallets. EOcean, a top provider of cloud communication solutions, facilitates the smooth integration of this service.
Customers can finalize their payments by entering their CNIC and account number, confirming the transaction with an OTP sent to their registered mobile numbers, and receiving an immediate receipt in the chat. Beyond just bill payments, the PTCL WhatsApp bot is equipped with features aimed at enhancing the customer experience. It not only streamlines bill payments but also provides various customer-focused functionalities to boost convenience. These features include real-time assistance for service problems, bill inquiries, tax certificate requests, and the option to subscribe to extra services like Flash Fiber bolt-ons.
Syed Atif Raza, the Group Chief Commercial Officer of PTCL & Ufone 4G, expressed, “Our new WhatsApp-based bill payment solution is a key part of our digital transformation strategy, designed to improve customer convenience and provide exceptional services. PTCL is excited to lead the way in Pakistan with this innovative solution in collaboration with PayFast, establishing a new standard for customer experience in the industry. We are dedicated to simplifying interactions for our valued customers and ensuring that digital transactions are as easy as can be.”
Mahwish Saad Khan, the CBO of PayFast, shares, “Teaming up with PTCL marks a significant step in transforming digital payment experiences in Pakistan. By combining PayFast’s dependable and easy-to-use payment solutions with PTCL’s WhatsApp bot, we are simplifying transactions and enhancing security like never before. Together, we are promoting a culture of digital innovation that empowers customers across the country with convenient payment choices.”
Altaf Siddiqui, the Director of Products at eOcean, joined the discussion by stating, “WhatsApp chatbots have the power to revolutionize the way telecommunication providers operate, allowing for immediate top-ups and tailored customer support on a large scale. Given WhatsApp’s extensive reach and flexibility, it perfectly matches user preferences, making it a fantastic platform for PTCL to improve customer engagement and provide quick service.”
The introduction of WhatsApp bill payments represents a major milestone in the collaborative efforts of PTCL, eOcean, and PayFast to enhance customer experiences and promote digital innovation within the telecom industry, significantly contributing to the development of a digitally empowered Pakistan.
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