MTN Nigeria rolls out new customer care strategy for 2019

MTN Nigeria has assured customers of an improved customer care service strategy for 2019.

MTN’s General Manager, Planning and Customer Management, Odunayo Sanya, stated that the firm’s customer strategy for 2019 and going forward would be to deliver bright and epic experiences to customers along the lines of convenience, accessibility, self-service, security and speed.

He further stressed that MTN has created a deep multichannel strategy encompassing physical, telephone and digital channels in a bid to ensure accessibility and reduce customer effort score.

He added that the company has recently launched the MyMTNAPP and with over two million downloads already aimed at meeting customer’s need on the go. The organisation intends to be more accessible to the customers across different platforms.

In his words “our commitment in 2019 is to use customer feedback to drive significant improvement through the Close Loop Feedback programmes with our senior management as champions. The continued expansion of our 4G network to ensure high quality customer experience across our services (voice & data) will positively impact our customers in 2019”

He explained that the voice of the customer is loud/respected in MTN and that MTN’s recently acquired CEM (Customer Experience Management) tool will deliver proactive customer experiences, stressing that 2019 will see the introduction of chatbots as part of customer care proposition.



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