Eocean’s WhatsApp Business API implementation for PTCL has earned global recognition from Meta, highlighting Pakistan’s success in digital transformation and customer service automation.
Pakistan has secured a spot on the global digital stage as Eocean’s implementation of the WhatsApp Business Platform for Pakistan Telecommunication Company Limited (PTCL), part of e&group, has earned prestigious recognition from Meta. This achievement highlights Pakistan’s growing role in digital transformation and customer service innovation.
Revolutionizing Customer Experience with WhatsApp Business API
Eocean’s Digital Connect, a cutting-edge customer engagement platform built on official WhatsApp Business APIs, has automated customer interactions at scale. PTCL customers can now lodge complaints, troubleshoot issues, pay bills, and access additional services—all within a seamless WhatsApp chat. This self-service model not only provides instant, personalized support but also streamlines PTCL’s customer service, reducing the need for manual intervention.
Impact of WhatsApp Business API on PTCL’s Operations
The success of this digital shift is evident from key performance improvements recorded between December 1, 2023, and November 30, 2024:
✅ 31% reduction in customer complaints routed to human agents due to automated troubleshooting.
✅ 10% decrease in dispatch service requests via WhatsApp Flows.
✅ 34% of complaints resolved instantly without requiring additional team support.
This initiative marks the first time a Pakistan-based Meta Business Partner has been featured in a global case study, reinforcing the country’s potential in digital innovation.
Industry Leaders Speak on the Milestone
Syed Amir Jafri, CEO, Eocean:
“Our collaboration with PTCL highlights our dedication to leveraging technology for smarter, faster, and more customer-friendly solutions. Being recognized by Meta at a global level is a proud moment for us and for Pakistan.”
Syed Atif Raza, Group Chief Commercial Officer, PTCL Group:
“Innovation and customer satisfaction are at the core of PTCL Group. Our WhatsApp-based automated troubleshooting system has redefined customer service, and this recognition from Meta validates our efforts in transforming customer interactions.”
A Game-Changer for Digital Customer Service
This groundbreaking success paves the way for further advancements in the industry, offering a blueprint for businesses seeking intuitive and scalable digital solutions. PTCL customers can experience this seamless service by messaging +923312181218 on WhatsApp.
For businesses looking to enhance their customer engagement through WhatsApp, visit Eocean’s official website to explore more digital solutions.