Multinational telecommunication firm, MTN, simply improved its buyer expertise with the launch of its Whatsapp chatbot which can allow customers to simply high up their telephones with airtime.
This improvement was disclosed just lately by Mr Mapula Bodibe, MTN Group’s Govt in command of Client Enterprise. In keeping with him, the brand new service may also allow prospects to examine their airtime steadiness proper on Whatsapp.
to Mr Bodibe, corporations are regularly enhancing their self-service experiences. It’s, subsequently, necessary for MTN to improve their general buyer journey.
The corporate quoted Gartner Analysis, which mentioned that 25% of consumers will use chatbots or digital buyer assistant by 2020 to handle their very own accounts.
“IT’S IMPERATIVE THAT COMPANIES FOCUS ON IMPROVING SELF-SERVICE EXPERIENCES TO RETAIN AND GROW CUSTOMERS AND THIS IS AN IMPORTANT STEP FOR MTN, IN ADDITION TO WHAT WE ARE DOING TO UPGRADE OUR OVERALL CUSTOMER JOURNEY.”
The favored social media channel, WhatsApp, has about 1.5 billion world customers (as of January 2019), in line with Statista.
This may assist to avoid wasting time for the client
In keeping with Mapula, customer-centricity is the driving drive behind MTN chat. The necessity for patrons to discover a handy approach to remedy their points with out calling a service agent or strolling to an MTN workplace is the objective. It’s going to additionally save the shoppers time.
“MTN CHAT IS HELPING CUSTOMERS SIMPLY AND SEAMLESSLY MANAGE THEIR ACCOUNTS OFF A SECURE AND CONVENIENT PLATFORM THEY ALREADY KNOW AND LOVE.”
Mapula additionally added that the corporate additional plans to increase the MTN Chat channel within the close to future. It’s because additionally they plan to incorporate providers resembling buyer assist, the administration of upgrades and buyer accounts, receiving steadiness notifications and the providing of customised offers.
MTN hopes to include different instantaneous messaging platforms resembling Fb Messenger down the road.