Last Friday, MTN held its monthly #MTN1HourChat on Facebook where users could ask its CEO, Charles Molapisi, questions around a preset topic.
The focus was on user experience at any of MTN’s touch points, touch points of a business being defined by 360Connext as any of its:
- Direct Mail
- Web Sites
- In-Store Cashiers
- Welcome Letter/Customer Communications
- Customer Service Call Centers
The following were the main posts:
I asked about my previous complaint where airtime was deducted from my account, which you can read about here. It seemed Andy Higgins wasn’t too pleased about the abundance of spam marketing at every End of Call Notification (EOCN), SIM registration is still a trip for Thomas, who has a day job and can’t make it in-store all the time to fix the issues he keeps having with it, and lastly, Joseph is just confused about customer care on the 111 line and how competitions run out without any notification:
You can click on each post to see the responses, which were mostly to send mobile numbers so that MTN could fix the problem. We just wish more people had taken part in the chat. *sigh* Let’s see what topic will be discussed next month.