For anyone with customer care grievances getting your voice heard as a single consumer is always difficult, especially in an environment where it seems that poor service is largely accepted as the order of business. Econet Wireless seems to be working on that issue through a customer survey that should help highlight their weaknesses.
I happened to be in one of the Econet stores and i saw a paper inviting me to share my thoughts by following the link https://www.research.net/s/econetsurvey. The survey gives you an opportunity to evaluate the type of service received from the store or from a call centre agent.
While I obviously took advantage of the opportunity and aired my grievances (slow service, unsatisfactory responses) my skepticism still rests with how seriously these surveys are taken. Who’s to say that the trends they uncover will be acted on? After all, it seems the same issues that have been complained about before keep popping up.
In spite of all of this its commendable that Econet is making an effort to understand what we are unhappy about as subscribers. The MNO has also been very responsive to complaints raised through social media. A look at their Facebook page bears testimony to this.
The attention customer concerns also extends to their online support. They have a very reliable online assistance platform which seems to have a faster response than queuing to get through to a customer care agent on the 111 number.
All this is following reports made last week regarding the upgrades they have made to their call centre technology. Econet enlisted the telecoms support company Jasco to implement more robust call centre technology. Known as Avaya technology the solution offers voice, email and social media channels for customer interaction.
I just hope that whether it’s through a survey, email, phone call or online response centre Econet takes time to act on issues that i might have with their service.