Azerbaijani companies have changed their customer service methods and have begun to pay more attention to individual approach, Hande Zop Erol, deputy general director for Business Development and Customer Management at Turkcell Global Bilgi, said at the E-Commerce Day of Azerbaijan 2025 event in Baku, Report informs.
She noted that the e-commerce sector in Azerbaijan has been developing rapidly in recent years, and local companies are trying to implement digital transformation in this process not only through technology, but also taking into account culture and human resources: "Azerbaijani companies have already begun to implement digital transformation, taking into account the human and cultural factor, which creates the basis for sustainable development of the e-commerce sector. Today, all companies are interested in the same question: "How to retain customers?" The answer to this question leads us to develop the right approach to customers. It is not your website that is important, but the path the customer takes with you. How is the first contact established? What is the customer looking for on the site, what difficulties does he face, how quickly and effectively does he receive support, does he contact you again after the purchase? Based on observations and analysis carried out on all these issues, you can improve or redesign the customer roadmap."
Erol emphasized that digital transformation is not only about technology: "For us, the foundation of digital transformation is corporate culture. Even if you provide the company with the latest technology, if employees cannot master the process and connect, it is impossible to achieve success."
