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..../bernardOn 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+shareits 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._______________________________________________
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