Digital Product 2022
beIN Customer Service Portal
A unified self-service portal allowing beIN subscribers to manage accounts, troubleshoot issues, and access support — reducing call centre volume by 40%.
Overview
beIN’s customer service team handled over 2 million support contacts per year. This project designed a self-service portal to deflect common queries and improve subscriber satisfaction without human intervention.
The Challenge
The existing support experience was fragmented across phone, email, and a poorly structured FAQ page. Subscribers couldn’t manage their own subscriptions digitally — every change required a call.
Key Deliverables
- Account management dashboard (subscription, billing, devices)
- Interactive troubleshooting guides with diagnostic flows
- Live chat integration with handoff to human agents
- Multilingual support (Arabic, English, French)
- Mobile-first responsive design
Results
Self-service adoption reached 67% within 3 months of launch. Call centre volume reduced by 40%, saving an estimated $2.4M annually in operational costs.