Speaking about the campaign, MTN’s Senior Manager for Customer Experience, Rosine Dusabe said that this campaign is aimed at delivering superior experiences to customers.
“Through this campaign, our customers will see a series of initiatives highlighted, along the lines of convenience, self-service, speed, accessibility and security, thus making ‘Big, Quick or Convenient Tings happen, everywhere you go’.”
The campaign will involve innovative and fresh initiatives to make it easier for customers to get things done while creating personalised experiences that meet each customer’s unique preferences. Digital Apps such as the recently revamped MyMTN and MoMo Apps will also put customers in-control of their spend and usage, while saving them time.
MTN has over this last year implemented various initiatives aimed at providing customers with a distinct customer experience across all MTN touch points.
Customers can now self-serve by dialling *456# thereby accessing all MTN products and services through one short code. Customers can also do their own MoMo PIN Reset and retrieve their PUK code (Personal Unblocking Key) to unblock their SIM cards. A 10-day transaction history on Airtime and MoMo is now also available through the MyMTN and MoMo Apps respectively. Further still, the process of SIM registration and SIM Swap have been enhanced to now take under 3 minutes to complete.
For MTN Agents, similar self-serve channels have been rolled out, allowing them to re-stock on airtime through Mobile Money and to also get airtime stock on credit, paying back later.
Digital support channels have been boosted so MTN Customer Care Agents are more efficient in responding to customer queries. Support is available via WhatsApp, Facebook, Twitter, Emails as well as calling the Call Centre toll-free line 100. Further expansion on the Call Centre is also planned.
“The customer has evolved, and their expectations have changed. We have redesigned our most frequent customer journeys to make them more user friendly. We also want to empower customers by providing self-service options using technology like bots and other predictive models to be able to be more agile in meeting their needs” added Dusabe.
These initiatives that have been put in place and those that are planned for early 2021 will enable MTN to provide the right services to customers via the right channels.
“We are on a digital transformation journey to enable us to become a true digital operator, starting from within and extending to our valued customers. We Lead Digital for a Brighter Rwanda focusing on accuracy, consistency and agility to provide the best customer experience on Rwanda’s Number 1 Network”, concluded Dusabe.