Building trusted digital ecosystems means supporting users throughout their journey, from subscription and payment to customer care. With Live Chat now available in Egypt, Digital Virgo is making it easier for users to ask questions, resolve subscription issues and request assistance directly.
The launch forms part of a broader regional effort to improve customer experience and reduce complaints escalated to telecom partners, through continued investment in people, tools and local expertise.
Making Customer Support More Accessible
Available on the Egypt Self-Care portal, Live Chat operates from 8:00 AM to 9:00 PM, five days a week. The support team handles subscription enquiries, unsubscribe requests, issues encountered during the subscription process and other customer care needs, including complaints referred by telecom operators.
By providing clear answers and a more accessible route to assistance, the channel aims to help users better understand and manage their subscriptions, with support that continues after subscription or payment.
“Making customer care easier to access is essential to building trust throughout the user journey. Live Chat gives users in Egypt a direct way to reach our team, understand their subscriptions and get help when they need it. It also supports our telecom partners by enabling us to handle requests directly,” says Rita Hannah, Head of Customer & Product Experience in Egypt at Digital Virgo.
Turning Global Commitments into Local Capabilities
Sustainable ecosystem management is a core pillar of Digital Virgo’s strategy. It involves taking responsibility for the entire customer journey and investing in the operational capabilities needed to deliver transparent, reliable digital experiences.
The Egypt launch puts this approach into practice, strengthening the framework for managing customer requests while supporting service quality and telecom partner relationships.
“Ecosystem management is an operational commitment, backed by investment in the people, tools and expertise that make it work. Developing customer support in Egypt demonstrates our ability to build and operate locally what our strategy promises globally, supporting both end users and our telecom partners,” says Pascal Dufour, VP MENAT at Digital Virgo.
Building on Regional Experience and Local Collaboration
The launch builds on the MENAT Contact Center introduced in 2022 and the continued collaboration with Raya CX, whose support contributed to bringing the Egypt Live Chat project to life.
“Strengthening our presence in Egypt means developing capabilities that respond to local customer needs. Live Chat is a concrete step in that direction, giving users easier access to support while reinforcing the quality of service we deliver alongside our partners,” says Emilie Clauss, General Manager Egypt at Digital Virgo.
A dedicated Contact Center and local customer care number are planned for the coming months, further extending the support available in Egypt. Together, these initiatives reflect Digital Virgo’s approach to sustainable growth: combining global expertise with local execution to build trust at every interaction.
