I pity safcom's PR team. Looking at their facebook page, one can wonder how they sleep at night... whatever comment they make (be it bad, or good, or even uplifting), they'll get the same ton of hate and spite they've been getting everyday for months now. since they can't disable facebook comments on some posts, I guess they could (or should) already be considering killing the facebook page altogether.. but i guess safcom needs to understand that the average safcom user is tech-dumb. not stupid.... they just know tech-ish stuff.. a common facebook-complaint is how safcom "steals" people's airtime. from my own experience with such a "victim", i guess most of them have android phones. a user may avoid browsing on their android phones and think they're not spending any data, oblivious of the background data transfers their phones have running.... so when they are "robbed" of 500 bob of cred in an hour, u can imagine they kind of spite they'll leave on safcom's page when "suffericom" wishes everyone a great xmas... .... another "victim" i know was cross with "the bitter option". after buying a 1.5gb bundle for 1k, safcom "unceremoniously continued to deduct 25bob from his cred daily for one of those daily-data-bundles". from that, i guess many other victims have some sought of expectation on safcom's technology... after all, why should the system give him that daily data bundle after the same system awarded him 1.5gb of data :-) and then of course.... there's mpesa. a few months ago, bob mentioned mpesa would be transfered to kenya... in 18months. for those who dont know, mpesa runs on rackspace service from uk/germany (i wonder who's idea that was :-D). so when the sharks at the red sea get hungry, noone get's to transact on mpesa. safcom is lucky to have mpesa built the way it is... a walled garden. its the only reason "victims" continue to be "robbed" and still stay on "safcon". well... they're not really robbed... but that doesnt matter. they feel robbed.... that's what matters. and "sufferi-con" should tackle that issue. safcom's many customers feel like wives/girlfriends who are trapped in abusive relationships. safcom doesn't appear to know this... or perhaps they do. perhaps they know they can give raw deals, take away services their consumers love (you should read comments on the cancelled unlimited-sms thing), and steal maintain customer numbers. ... safcom just needs to do small things btw. those are the things that matter most. like... i'd love to have the option of having my data billed on bundles only, and not my cred too. or.. they could remind that victim that while they're buying a large data bundle, they'll have to manually unsubscribe from the daily bundle (or better yet, do it automatically) to the many that comment on safcom's facebook page, safcom is a wife beater... widening their margins at the expense of consumer experience and consumer value. their latest "beating" is the sms issue... i rarely used that service, but you'll be surprised how many people valued it. you can almost feel the huge demand for that service, and almost cringe at how safcom snobs such consumer demand and continue to exploit their mpesa-grasp on users. ... at this rate, safcom's users will snap in a mass and sudden exodus. looking at customer feedback on their page, and how long its been there, it looks like customer-satisfaction is number 2 to profits. its startling that safcom doesn't appear to give a rat's ass for the nature of customer feedback on their safcom page. they kinda have customers who buy from them, but who still riot because of all the "service wife-beating". safcom customer care rep's must be taking some strong stuff to keep up smiling faces when operating that page.... i want that stuff btw (hola if ur a customer care rep at safcon :-D) safcom is already loosing market share. mpesa will hold back users only for so long. and with its frequent service issues, airtel/yu/orange should start prepping for the avalanche... wish i had a blog for moments like this one :-)
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.
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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@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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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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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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Statistics, even experts get outdone.
forgive the typos... android keyboard in a rush On Tue, Dec 18, 2012 at 4:56 PM, Dennis Kioko <dmbuvi@gmail.com> wrote:
Statistics, even experts get outdone. _______________________________________________ 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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Hello Dennis, The strides made by this elephant boggles the mind. When Bob announced the 50% drop in profits Q1 2011, everyone thought this was it. Then Q1 2012 results have everyone tongue-tied. How do they do it? By stealing ? Nay. Invention? Aye. As voice revenues plummet, other avenues were explored. From E1s, to fiber, to wimax,corporate bundles, now m-shwari. Impressive! On Tue, Dec 18, 2012 at 4:56 PM, Dennis Kioko <dmbuvi@gmail.com> wrote:
Statistics, even experts get outdone. _______________________________________________ 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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.... 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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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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Dear bernard, The said user that needed help in purchasing the bundle for the iPad is me. Here is what I did: 1: called 100, was told I would have to wait ten minutes and then after about ten minutes gave up and disconnected the. All. 2: asked them on their Facebook wall and was redirected to safaricom.com/bundles which does (did) not work. 3: I tried making calls to skunkers that I know, one was not available, and the other told me its been a pain in the butt for him, having to get a sim holder to do this via a phone. 4: I had loaded a k to purchase 1.5gb of data and it all went in my efforts to get this right. 5: I then sent a text to a skunker ( hint: his name has a 3 ) , he then gave me the right instructions and in five minutesihadmybundles.... 6: this morning when I finished that bundle I removed my sim card, walked into an orange shop, got a proper mini sim, got the one week unlimited for 990, registered my sim card and upgraded my firmware in one swoop. How's that for feedback Bernard? Sent from my iPad On Dec 18, 2012, at 5:12 PM, Bernard Mwagiru <bmwagiru@gmail.com> wr
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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brilliant! On 18 Dec 2012 23:22, "Collins Areba" <ac@arebacollins.com> wrote:
Dear bernard, The said user that needed help in purchasing the bundle for the iPad is me. Here is what I did: 1: called 100, was told I would have to wait ten minutes and then after about ten minutes gave up and disconnected the. All.
2: asked them on their Facebook wall and was redirected to safaricom.com/bundles which does (did) not work.
3: I tried making calls to skunkers that I know, one was not available, and the other told me its been a pain in the butt for him, having to get a sim holder to do this via a phone.
4: I had loaded a k to purchase 1.5gb of data and it all went in my efforts to get this right.
5: I then sent a text to a skunker ( hint: his name has a 3 ) , he then gave me the right instructions and in five minutesihadmybundles....
6: this morning when I finished that bundle I removed my sim card, walked into an orange shop, got a proper mini sim, got the one week unlimited for 990, registered my sim card and upgraded my firmware in one swoop.
How's that for feedback Bernard?
Sent from my iPad
On Dec 18, 2012, at 5:12 PM, Bernard Mwagiru <bmwagiru@gmail.com> wr
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 > ------------ > > Skunkworks Rules > http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 > ------------ > Other services @ http://my.co.ke >
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
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Unlimited Airtel is also good. Try and compare...
One thing I have come to appreciate is Safaricom's social media customer care endeavours, suffice it to say all the other Telcos lag behind by miles. I have it on good authority that all comments/complaints are logged and examined with a view of resolving them, this is not to say that all of them are, but they do try.... On Wed, Dec 19, 2012 at 8:05 AM, ndungu stephen <ndungustephen@gmail.com>wrote:
Unlimited Airtel is also good.
Try and compare...
_______________________________________________ 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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-- Victor Ngeny Mobile +254733960996 GTalk: victormaritim Twitter: @ngeny Yahoo: vikngne Skype: victor.ngeny
Thats a horrendous experience! Does this mean you'll have to do the same once the one week unlimited bundle is over? How about suggesting to Orange one an interface like www.safaricom.com/bundles ? Or is there some other interface for ipad users on Orange? As mentioned earlier, my experience on getting resolution on social media is a major plus. Safcom have the fb page and twitter handles. Works wonders!. ./bernard On Tue, Dec 18, 2012 at 8:19 PM, Collins Areba <ac@arebacollins.com> wrote:
Dear bernard, The said user that needed help in purchasing the bundle for the iPad is me. Here is what I did: 1: called 100, was told I would have to wait ten minutes and then after about ten minutes gave up and disconnected the. All.
2: asked them on their Facebook wall and was redirected to safaricom.com/bundles which does (did) not work.
3: I tried making calls to skunkers that I know, one was not available, and the other told me its been a pain in the butt for him, having to get a sim holder to do this via a phone.
4: I had loaded a k to purchase 1.5gb of data and it all went in my efforts to get this right.
5: I then sent a text to a skunker ( hint: his name has a 3 ) , he then gave me the right instructions and in five minutesihadmybundles....
6: this morning when I finished that bundle I removed my sim card, walked into an orange shop, got a proper mini sim, got the one week unlimited for 990, registered my sim card and upgraded my firmware in one swoop.
How's that for feedback Bernard?
Sent from my iPad
On Dec 18, 2012, at 5:12 PM, Bernard Mwagiru <bmwagiru@gmail.com> wr
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 > ------------ > > Skunkworks Rules > http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 > ------------ > Other services @ http://my.co.ke >
_______________________________________________ skunkworks mailing list skunkworks@lists.my.co.ke ------------ List info, subscribe/unsubscribe http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------
Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ 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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The prophets of doom and gloom over the fate of Safaricom have risen again. Sadly Safaricom will turn more profit than all the others combined for many many more years. And it is not that they are stealing the money but Safaricom sio mamako, they are here for the money and all the workers wake up with that single goal on their minds. I have had the best customer service from Safaricom e.g tweeting them a mundane issue like switching on their network time functionality so that my phone updates its time automatically(They did this the same day) and any other trivial things were quickly sorted out. Theier customer care has improved tremendously especially by using other avenues other than their toll free lines. Emails to them are responded within the hour. Try emailing Airtel and you get a reply weeks later. The reason that they will remain on top is because their competition is horribly inefficient, does not bother to study its market and imagines high technology cannot be used by rural folk or those on the lower end of the economic spectrum. Just look at how long it took them to embrace 3G and start selling Android handsets. Why is Orange Kenya pussy footing with the iPhone? How many have iPhones here? How many got them from Orange Kenya? You see my point now. Inconsistency is another problem they have. I remember Airtel Kenya were the first to start a twitter campaign trying to recruit followers and solving their problems there. They had started getting a following and valuable feedback on their services only for them to shut down the acccount. Maybe some old-school marketing manager saw all the insults and complaints and decided ignoring them is the best way of moving forward. Safaricom stepped into their shoes and the rest is history.
From the little telco history I have, Kencell/Celtel/Zain/Airtel have been the first movers be it in mobile money, okoa jahazi, free sms, gprs, Blackberry service and a plethora of other services but Safaricom step in and execute it way better than them.
On Wed, Dec 19, 2012 at 9:33 AM, Bernard Mwagiru <bmwagiru@gmail.com> wrote:
Thats a horrendous experience! Does this mean you'll have to do the same once the one week unlimited bundle is over? How about suggesting to Orange one an interface like www.safaricom.com/bundles ? Or is there some other interface for ipad users on Orange?
As mentioned earlier, my experience on getting resolution on social media is a major plus. Safcom have the fb page and twitter handles. Works wonders!.
./bernard
On Tue, Dec 18, 2012 at 8:19 PM, Collins Areba <ac@arebacollins.com>wrote:
Dear bernard, The said user that needed help in purchasing the bundle for the iPad is me. Here is what I did: 1: called 100, was told I would have to wait ten minutes and then after about ten minutes gave up and disconnected the. All.
2: asked them on their Facebook wall and was redirected to safaricom.com/bundles which does (did) not work.
3: I tried making calls to skunkers that I know, one was not available, and the other told me its been a pain in the butt for him, having to get a sim holder to do this via a phone.
4: I had loaded a k to purchase 1.5gb of data and it all went in my efforts to get this right.
5: I then sent a text to a skunker ( hint: his name has a 3 ) , he then gave me the right instructions and in five minutesihadmybundles....
6: this morning when I finished that bundle I removed my sim card, walked into an orange shop, got a proper mini sim, got the one week unlimited for 990, registered my sim card and upgraded my firmware in one swoop.
How's that for feedback Bernard?
Sent from my iPad
On Dec 18, 2012, at 5:12 PM, Bernard Mwagiru <bmwagiru@gmail.com> wr
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 >> ------------ >> >> Skunkworks Rules >> http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 >> ------------ >> Other services @ http://my.co.ke >> > > > _______________________________________________ > skunkworks mailing list > skunkworks@lists.my.co.ke > ------------ > List info, subscribe/unsubscribe > http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks > ------------ > > Skunkworks Rules > http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 > ------------ > Other services @ http://my.co.ke >
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-- Regards, Mark Mwangi markmwangi.me.ke
@ Bernard Orange automatically takes you to self care portal - where you can fill in your airtime and purchase bundle - off iPad or Wi-fi router without removing simcard.
@mark mwangi.... we weren't prophesying safcom's doom. we were just throwing in pointers on how they can improve customer services, and mentioning where they could improve (after all, they read this list :-D)... and they appear to have lost market share during the last two quarters, so they could at least consider skunk-advice... On Wed, Dec 19, 2012 at 2:32 PM, ndungu stephen <ndungustephen@gmail.com>wrote:
@ Bernard
Orange automatically takes you to self care portal - where you can fill in your airtime and purchase bundle - off iPad or Wi-fi router without removing simcard.
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@JDSKKJ, Witty writeup.You are right. Indeed you should start a blog on such and name it Safcom/Airtel/Orange on facebook. The sentiments are replicated across albeit at different degrees as I do take time to browse across all opcos on social media. However, despite all these, I know of several success stories of those who have benefited raising issues on twitter/fb rather than via toll-free calls to contact centers, and therefore, I wouldn't call for killing this form of communication with customers. ./bernard On Tue, Dec 18, 2012 at 3:32 PM, John Doe Smith Kamau KipNg'etich Jones < skunkworks.ku@gmail.com> wrote:
I pity safcom's PR team. Looking at their facebook page, one can wonder how they sleep at night...
whatever comment they make (be it bad, or good, or even uplifting), they'll get the same ton of hate and spite they've been getting everyday for months now. since they can't disable facebook comments on some posts, I guess they could (or should) already be considering killing the facebook page altogether..
but i guess safcom needs to understand that the average safcom user is tech-dumb. not stupid.... they just know tech-ish stuff..
a common facebook-complaint is how safcom "steals" people's airtime. from my own experience with such a "victim", i guess most of them have android phones. a user may avoid browsing on their android phones and think they're not spending any data, oblivious of the background data transfers their phones have running.... so when they are "robbed" of 500 bob of cred in an hour, u can imagine they kind of spite they'll leave on safcom's page when "suffericom" wishes everyone a great xmas...
.... another "victim" i know was cross with "the bitter option". after buying a 1.5gb bundle for 1k, safcom "unceremoniously continued to deduct 25bob from his cred daily for one of those daily-data-bundles". from that, i guess many other victims have some sought of expectation on safcom's technology... after all, why should the system give him that daily data bundle after the same system awarded him 1.5gb of data :-)
and then of course.... there's mpesa. a few months ago, bob mentioned mpesa would be transfered to kenya... in 18months. for those who dont know, mpesa runs on rackspace service from uk/germany (i wonder who's idea that was :-D). so when the sharks at the red sea get hungry, noone get's to transact on mpesa.
safcom is lucky to have mpesa built the way it is... a walled garden. its the only reason "victims" continue to be "robbed" and still stay on "safcon".
well... they're not really robbed... but that doesnt matter. they feel robbed.... that's what matters. and "sufferi-con" should tackle that issue. safcom's many customers feel like wives/girlfriends who are trapped in abusive relationships. safcom doesn't appear to know this... or perhaps they do. perhaps they know they can give raw deals, take away services their consumers love (you should read comments on the cancelled unlimited-sms thing), and steal maintain customer numbers.
... safcom just needs to do small things btw. those are the things that matter most. like... i'd love to have the option of having my data billed on bundles only, and not my cred too. or.. they could remind that victim that while they're buying a large data bundle, they'll have to manually unsubscribe from the daily bundle (or better yet, do it automatically)
to the many that comment on safcom's facebook page, safcom is a wife beater... widening their margins at the expense of consumer experience and consumer value. their latest "beating" is the sms issue... i rarely used that service, but you'll be surprised how many people valued it. you can almost feel the huge demand for that service, and almost cringe at how safcom snobs such consumer demand and continue to exploit their mpesa-grasp on users.
... at this rate, safcom's users will snap in a mass and sudden exodus. looking at customer feedback on their page, and how long its been there, it looks like customer-satisfaction is number 2 to profits.
its startling that safcom doesn't appear to give a rat's ass for the nature of customer feedback on their safcom page. they kinda have customers who buy from them, but who still riot because of all the "service wife-beating". safcom customer care rep's must be taking some strong stuff to keep up smiling faces when operating that page.... i want that stuff btw (hola if ur a customer care rep at safcon :-D)
safcom is already loosing market share. mpesa will hold back users only for so long. and with its frequent service issues, airtel/yu/orange should start prepping for the avalanche...
wish i had a blog for moments like this one :-)
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Very true - referring to an earlier email thread "Mpesa Again" ; Elephants take time to react to flies, sometimes they ignore the flies all together. (Read Safcom) Tigers and Dogs react instantly to flies. Or they should. (Read Yu, Airtel, Orange)
participants (8)
-
Bernard Mwagiru -
Brian Ngure -
Collins Areba -
Dennis Kioko -
John Doe Smith Kamau KipNg'etich Jones -
Mark Mwangi -
ndungu stephen -
Victor Ngeny