Pakistan Telecommunication Company Limited (PTCL), the country’s largest ICT services provider, has teamed up with PayFast, a State Bank of Pakistan-licensed Payment Service Provider (PSP), to introduce a groundbreaking bill payment solution via WhatsApp. This first-of-its-kind service allows PTCL customers to view and pay their bills directly through WhatsApp, marking a significant advancement in digital customer service within Pakistan’s telecom industry.
The official signing ceremony for this innovative collaboration was held at PTCL Headquarters in Islamabad, attended by senior officials from PTCL, eOcean, and PayFast. The service offers customers multiple payment options, including major banks and popular mobile wallets, providing a seamless payment experience. The integration of this service is powered by eOcean, a leading communication service provider. To complete a payment, customers need to enter their CNIC and account number, verify the transaction with an OTP sent to their registered mobile numbers, and receive an instant receipt within the chat.
Beyond bill payments, the PTCL WhatsApp bot offers a range of customer-centric features designed to improve convenience. These include real-time troubleshooting for service issues, bill inquiries, tax certificate retrieval, and the option to subscribe to additional services like Flash Fiber bolt-ons.
Syed Atif Raza, Group Chief Commercial Officer of PTCL & Ufone 4G, stated, “The WhatsApp-based bill payment solution aligns with our digital transformation strategy, aimed at enhancing customer convenience and delivering top-notch services. PTCL is proud to pioneer this solution in Pakistan through a partnership with PayFast, setting a new benchmark in the industry for customer experience. We are committed to streamlining interactions for our valued customers and making digital transactions as simple as possible.”
Mahwish Saad Khan, Chief Business Officer of PayFast, emphasized, “Our partnership with PTCL is a pivotal milestone in redefining digital payment experiences in Pakistan. By integrating PayFast’s reliable and user-friendly payment solutions with PTCL’s WhatsApp bot, we are making transactions easier and more secure than ever. Together, we are fostering a culture of digital innovation to empower customers nationwide with accessible payment options.”
Altaf Siddiqui, Director of Products at eOcean, added, “WhatsApp chatbots offer transformative potential for telecommunication providers by enabling instant top-ups and personalized customer support at scale. With WhatsApp’s unmatched reach and adaptability, it seamlessly aligns with user preferences, making it an ideal platform for PTCL to enhance customer interactions and ensuring swift service delivery.”
The launch of WhatsApp bill payments represents a significant milestone in PTCL, eOcean, and PayFast’s shared commitment to revolutionizing customer interactions and driving digital innovation within the telecom sector, playing a pivotal role in building a digitally empowered Pakistan.