Safaricom has a new twitter account @Safaricom_Care dedicated to customer care.
Personalization
The photographs of the 5 customer care agents and their initials are displayed on the twitter background on the twitter website. These customer care agents sign off their tweet with their initials. This is a great way to personalize the interaction.
Effective and Efficient Customer Care
I am thrilled that Safaricom are using twitter more to serve customers. This is my preferred way of seeking help because it is more efficient and effective. Calling is painful because of how long it takes to get through to the customer service agents. I believe 5 customer care agents can serve more customer on twitter than on the phone.
On Thursday I sought help in activating a new SIM card for an Internet modem..Three tweets, two direct messages and four hours later my new SIM had been activated. During this time I was doing other things; work, attended a meeting, shopped and then traveled home.
Multiple Twitter Accounts
When I proposed multiple accounts for Safaricom, someone commented it would be confusing. It will be interesting to see how many of the 10,000 people following @SafaricomLld , which will be used for Safaricom news and announcements, will also follow @Safaricom_Care ; 678 have already done so.
Personalization
The photographs of the 5 customer care agents and their initials are displayed on the twitter background on the twitter website. These customer care agents sign off their tweet with their initials. This is a great way to personalize the interaction.
Effective and Efficient Customer Care
I am thrilled that Safaricom are using twitter more to serve customers. This is my preferred way of seeking help because it is more efficient and effective. Calling is painful because of how long it takes to get through to the customer service agents. I believe 5 customer care agents can serve more customer on twitter than on the phone.
On Thursday I sought help in activating a new SIM card for an Internet modem..Three tweets, two direct messages and four hours later my new SIM had been activated. During this time I was doing other things; work, attended a meeting, shopped and then traveled home.
Multiple Twitter Accounts
When I proposed multiple accounts for Safaricom, someone commented it would be confusing. It will be interesting to see how many of the 10,000 people following @SafaricomLld , which will be used for Safaricom news and announcements, will also follow @Safaricom_Care ; 678 have already done so.
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