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:
About your mobile touch point, there seems to be much activity on accounts that users did not subscribe for.
I got a…
Posted by Sandi C. Chimpala on Friday, April 29, 2016
Hi Charles… Having blocked marketing SMSs from 505, 558 and MTNMoney on my phone, I now received end-of-call…
Posted by Andy Higgins on Friday, April 29, 2016
Good afternoon sir, trust all is well on your end. My issue is on the sim registration exercise. Please read the email I…
Posted by Thomas Yobe on Friday, April 29, 2016
Greetings Sir and your team? I greatly appreciate your Facebook competitions, but can you please bring the competition…
Posted by Joseph Nkonde on Friday, April 29, 2016
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.