Enhancing the Business WhatsApp Communication Experience

Enhancing the Business WhatsApp Communication Experience

In alignment with the Saudi Energy Efficiency Center's commitment to enhancing digital communication channels with stakeholders, a WhatsApp Business service has been launched as an interactive tool to provide prompt and effective support and address public inquiries. This digital channel represents a key initiative by the Center to empower beneficiaries with flexible and seamless communication access at any time, reflecting a strategic shift towards leveraging modern technological solutions. This consultation aims to gauge stakeholder satisfaction with the service and identify areas requiring improvement or development. Key areas of focus for enhancement include response speed, the diversity of services offered, message clarity, and user interface ease of use. Furthermore, through this initiative, the Center seeks to foster greater transparency and community engagement by establishing participatory channels and empowering users to contribute to the design and improvement of government digital services. This consultation complements previous efforts in developing communication channels and reinforces the Center's digital transformation strategy. By analyzing the collected data, the Center will be able to formulate a clear development plan grounded in the actual needs of users and aligned with the standards and practices of the Digital Government Authority and best-in-class user experience design principles. This consultation contributes to providing an accurate picture of the actual utilization of the WhatsApp Business service by beneficiaries, assisting the Center in identifying challenges and prioritizing development based on real-world data. This process also supports the design of a digital experience characterized by efficiency, ease of use, and integration with other channels. The outcomes are expected to positively impact the quality of digital interaction, bridge the gap between beneficiary expectations and the services provided, thereby enhancing user trust and increasing reliance on self-service channels.