November 24, 2017

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Souq.com opens service centre in Dubai

by Stuart Wilson, Tuesday 14 March 2017

Souq.com's new customer experience centre
Souq.com’s new customer experience centre

Middle East e-tailer and online marketplace Souq.com has whipped the covers off its first customer experience centre, located on Sheikh Zayed Road in Dubai. The move to open a physical space highlights the complexities of new omnichannel supply models embracing both offline and online. Souq.com claims that the new facility will make life more convenient for customers as well as sellers across the UAE.

Souq.com’s new customer experience centre will serve as a multi-purpose destination for customers to look and feel the products before buying them online and even collect purchases. Customers will also be able to return or service merchandise previously purchased from Souq.com.

One of the key features of the new Souq.com facilitytis the Helpbit Service Centre, which offers customers immediate repair on smaller jobs like mobile phone screen changes, and acts as a pick up and drop off point for more extensive repair work that’s sent on to the Helpbit headquarters.

The centre also serves as an extension of Q-Express, the logistics arm of Souq.com that provides an optimised e-commerce distribution service. Adding to the existing vast chain of Q-Express outlets, the centre also offers customers the ease and convenience of picking up or returning their orders at a centralised location.

In addition, selling on Souq.com will now become even faster and easier as marketplace sellers will now have the option to drop off the new product orders or pick up any returned items directly at the customer experience centre.

Ronaldo Mouchawar, co-founder and CEO at Souq.com, said: “At the heart of everything we do is our promise to make online shopping as easy and enjoyable as possible for our customers, sellers and partners.”

“The decision to bring everything together in one, convenient location – from customer service, after-sales, repairs and logistics – is synonymous with our drive to use innovation to continually enhance the online shopping experience and empower our users to overcome online shopping barriers. Our first customer experience centre will function as the heart of our regional operations bringing all of the Souq.com services under one roof,” he added.

“The centre will provide a physical extension to the online shopping experience by bringing popular products and brands closer to the customers as well as deliver exceptional on-demand services. The omnichannel experience provides customers benefits of face-to-face interaction with our staff, ability to fully inspect products prior to purchase and also avail our post-sales support and services,” added Mouchawar.

The centre will feature selected items and products from popular regional and international brands. The Souq.com customer experience centre is located on Sheikh Zayed Road next to Villa Rotana Hotel, and is open daily from 10am to 10pm and from 4pm to 8pm on Fridays.

DISTREE Middle East 2017

We are pleased to confirm that Channel EMEA is an official Media Partner for all DISTREE events in 2017, including DISTREE Middle East. DISTREE Middle East 2017, which takes place from May 8th to 10th in Dubai, gathers together hundreds of senior executives from e-tailers, retailers, online marketplaces, distributors and vendors of consumer tech products. Thousands of pre-scheduled meetings take place between delegates during the event, accelerating consumer tech channel growth and development throughout the Middle East. This year’s event will also include a delegation of leading consumer tech retailers from Africa.

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