Looks like MTN is quick to catch onto the latest Facebook Live feature that Allows users to stream a live video update and get people’s reactions and comments at the same time, whihc is what MTN CEO Charles Molapisi did for this month’s #MTN1HourChat.
Why go Live? In a statement, MTN Zambia acting Chief Marketing Officer Dominic Bwalya said:
“MTN Zambia is always looking for innovative ways to improve their customer experience and that the live video chat is just the beginning of more ground-breaking solutions to come. At the heart of what we do as MTN Zambia is to make our customers’ lives a whole lot brighter. The live chat makes it easier for our customers to engage with us on our products and services, feedback and providing solutions to any concerns they might have.”
He added that MTN Zambia welcomes customer feedback regardless of whether is it positive or negative and will help MTN gain an in-depth knowledge about its customers as they extract insight from all touch points and channels across the entire organization.
“MTN Zambia believes better customer experience has become a critical differentiator in today’s hyper-competitive and hyper-connected marketplace. There is tangible business value in managing the customer experience effectively. Keeping this in mind MTN Zambia has with this initiative become the first ever Telecom operator to provide Live CEO chats in Zambia. With the growing number of data customers on our network and the increase in Smartphones, MTN Zambia can now effectively reach out to a lot more customers through non-traditional and hi-tech means”
This live chat focused on MTN Zambia’s ‘contribution to communities through corporate social responsibility (CSR), products and services and network advancements’. Mr Molapisi had asked participants to give feedback on what customers do and don’t like and how they feel MTN can do better to continue pleasing their consumers.
He also shared that in 2 weeks MTN will launch a loan facility for customers. Previously, we had share that MTN had launched the Kongola facility that allowed users of their Mobile Money platform to access soft loans based on the frequency of MoMo usage, and how much they transfer through it. We wonder how this new loan feature will differ.
When asked by a chat participant how MTN will compete against the new mobile ISP Vodafone, Mr Molapisi aid he is confident of his organisation’s investments that will see MTN customers have access some of the best services in the country.
Regarding SIM registration – which has frustrated/is frustrating many subscribers – he said MTN doesn’t want its clientele to feel that way, and that the current SIM verification process going on at their service centres countrywide is the last one but subscribers have to make sure they register and verify their details to avoid being disconnected.
A new app will be launched by MTN soon, developed in partnership with Zambian tech hub BongoHive.We don’t have a clue what it will be but it will something close to Molapisi’s heart, he says.
Hmmm… *scratches head*
Missed the live chat? Watch it below: