I understand the CEO uses a pre-pay line for data, some random tweet I cant dig out.We can tweet him, if he's not here already :-). In the words of Gandhi: *He (the customer) is not an outsider of our business. He is part of it.* I also recall someone on he list who was assisted with the bundle page for ipad. Perhaps he can give us his experience. What was the need? To purchase bundle for his ipad. Was it met? Only he can tell us. ./bernard On Tue, Dec 18, 2012 at 4:59 PM, John Doe Smith Kamau KipNg'etich Jones < skunkworks.ku@gmail.com> wrote:
.... then again, benard... i think it would help if they assumed their customers were dumb, and lazy... and any feedback they get towards catering for their dumb and lazy customer base would help :-)
like the web-based bundle page for ipads... if they considered users to be too lazy to take of the sim and make the purchase of the bundle from their phones, they *could* have made the page in the first place in the first place.
.... and... if they do read this mailing list, they should "east their own dog food"i.e use their own services. I've heard that most of their employees are on a safcom paid post-pay plan. i have the feeling the web-based bundle page was made coz many safcom execs own ipads... by using services used by the masses, i'm sure they'd understand some of their demands. like... for the charging of airtime on data issue.... so people on safcom should use pre-pay data plans. once they forget to re-buy a bundle and suffer the loss of 1 few thousand bob in hours, they'll understand the beed around that....
On Tue, Dec 18, 2012 at 4:51 PM, John Doe Smith Kamau KipNg'etich Jones < skunkworks.ku@gmail.com> wrote:
benard... :-) i agree with you.
[a kodak moment on the skunkworks mailing list]
On Tue, Dec 18, 2012 at 4:46 PM, Bernard Mwagiru <bmwagiru@gmail.com>wrote:
True. Most sentiments are warranted though, and as someone aptly said elsewhere on the list( Zuku Internet & Gandhi), respect is a two-way street. I doubt Safcom would be where it is if they considered customers as dumb. Most of the "small" things like web-page listing data balance, bundle purchase for ipads, bundle near-depletion notifications, etc actually came from customer suggestions/recommendations via platforms such twitter/fb. Safcom was one of the first opcos to have a fully-fledged depts on social media, whose 99% mandate is to crawl through the internet(including skunkworks :-)) addressing the very same issues you've highlighted.For an elephant to to react this fast to issues raised,in my view is highly commended and can only be encouraged. I too wonder, with such comments on their official fb page, how they can find sleep, if any. I doubt they do :-)
I have met someone who confided in me that safcom inboxed him and addressed his issue after a thorough lashing on the fb wall. I find that a smart way of facing a mob and settling issues amicably. Lesson 101 on mob psychology :-)
Having said that, safcom indeed has a lot of work cut out for it...
./bernard
On Tue, Dec 18, 2012 at 4:24 PM, John Doe Smith Kamau KipNg'etich Jones <skunkworks.ku@gmail.com> wrote:
@kioko ... you sure :-) : https://www.google.co.ke/search?q=safaricom+loosing+market+share
its a great idea to handle customer issue on fb/twitter. offers a better customer experience... but if i were at safcom, i'd be very concerned over spitful comments safcom gets even on uplifiting "merry xmas/good day" types of status updates.
safcom should really listen to what their customers are asking for in those comments. instead of snobbing an insult of a comment like "to hell with that 200sms for 20bob offer" because its insult, they should read it as "we dont like that offer. we prefered the older unlimited sms for 20bob offer"... they should learn to read between the lines instead of shrugging of such insults as SPAM.
.. and since benard suggest all telcos suffer this issue... i guess they should all realise their average user is dumb, and have high expectations. like the android background-data issue, or the multiple data bundle issue, they should design their services for dumb users... make it simpler. bill data on bundles only, not airtime. show a web-page or ussd screen listing all data/sms services ur account will be charged for. by keeping the user informed, they won't have claims of robbery n stuff like that.
On Tue, Dec 18, 2012 at 3:51 PM, Bernard Mwagiru <bmwagiru@gmail.com>wrote:
With regards to losing market share, the first half results speak for itself. While safcom has a lot on their hands, i applaud them in being the first in providing a customer care platform that many feared venturing to. Indeed, many corporates have followed suit, some with a few goof-ups (barclayskenya anyone?) but commendable nevertheless.
On Tue, Dec 18, 2012 at 3:48 PM, Dennis Kioko <dmbuvi@gmail.com>wrote:
Losing Market Share? 80% of voice calls have been made From Safaricom for quite a number of quarters. Sometimes, people just need to vent. But they can use the feedback to improve their products, or simplify the same. _______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
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