PTCL Leads Pakistan’s Digital Customer Service Shift

Pakistan is at a key turning point in its digital transformation journey. With over 240 million people, most of them under 30, the country has the potential to embrace a tech-driven future. But this shift demands more than good intentions. It requires focused investment, thoughtful policies, and a broader change in mindset across industries.

One notable example is how PTCL.Official transformed its customer service. In collaboration with local tech firm eocean, PTCL introduced a real-time support system through WhatsApp Business API, aiming to meet rising expectations for quick and accessible assistance.

This move paid off. Between December 2023 and November 2024, complaints needing human intervention dropped by 31%, and service dispatches went down 10%. Over a third of issues were resolved without additional staff, proving that smart automation can deliver results at scale. The effort even earned PTCL global recognition from @Meta.

The system lets users manage complaints, payments, subscriptions, and troubleshooting in one chat, simplifying the customer experience. While rooted in telecom, the model holds value for sectors like healthcare, public services, and education.

This case shows that digital transformation is no longer optional. It’s a necessary step forward.