In a bid to enhance their customer experience, Safaricom has today launched a suite of products. The aim is to give customers more control on how they use voice and data, the tools include Safaricom guarantee, my data manager and my subscriptions.
Safaricom Guarantee will enable customers get refunds each time a call is dropped. Safaricom seem to be very confindent with their network hence this first of a kind promotion. As such they have committed to refund subscribers with upto one minute of talktime if they experience a network disconnection during local calls to other Safaricom subscribers.
My Data Manager will enable subscribers to control data bundles usage thus allowing them to restrict browsing when the bundle becomes finished. In the past once the data bundle run out, one was automatically switched to browsing using airtime which is expensive. This is something that many customers have over time complained about and it is good to see that finally something has been done about it. To access this feature, you need to dial *100# if you are a prepay customer and *200# for postpay customers.
My Subscription Management allows subscribers to view their active subscriptions and manage their subscriptions by adding more or unsubscribing from active services. These subscriptions include data, sms, skiza and premium rate services. For most the premium rate services have been a thorn in the flesh as you can sometimes find yourself unknowingly subscribed to these services which are charged. Also the process of determining which premium rate service you are subscribed has been quite tedious.
Bob Collymore, Safaricom CEO while speaking during the launch had this to say, “Over the last few years, we have invested an average Sh30 billion a year to build the best network for Kenya. However, we are aware there is a great deal of opportunity to enhance the experience on our network for our customers. The collection of products we are launching today aim to provide our customers with increased control over the services they use on our network.”
All in all Safaricom seems to have listened to its customers which in the long run will aid in customer retention in a competitive environment.