Customer care is dead in this country. That might sound like a generalisation of things, but if you’ve tried the various providers we have for different services and received the same sort of bad service from every shop, you get an impression that it’s all bad really.
The countless cases of poor customer care from local businesses and service providers aren’t the topic here, though. The GTeL Customer Care App is.
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Available on Google Play, (GTeL devices are Android) this application’s Beta version is the latest creation to come out of GteL and looks like it has been designed to offer extended customer care and support for GTeL users.
So what does the App offer?
GTeL has used this app as a hub for information that the average GTeL user will reach out for at some point or another.
This includes services like the location of the nearest GTeL store (so self-serving of GTeL there, but smart), responses to FAQs (that’s a given in support app development though), phone information, ways for reporting a stolen phone, a parts catalogue for your specific device, a way to follow up on a device being serviced, a feature for tracking a lost phone and some things we have forgotten in mobile tech like a manual.
Will this whole Customer Care App approach work in offering a better experience for GTeL users? It depends on what you call your phone distributor for really. The app looks like it will answer a lot of questions that you might have and give you remote access to some of that tech support you ordinarily crave for in this modern world.
However, there are other issues that it seems to be overlooking. The fact that it is only available for GTeL devices means I can’t access my “GTeL Account” from another device when I want to get support for it. If my phone happens to develop problems that prevent me from accessing it, I’ll still have to go to a real GTeL customer care agent.
Once again GTeL is earning points for effort in the right areas here. Sure, there might be some selfish motive because of the data gathered by GTeL (the app is a smart way of getting to know all GTeL users), but with more iteration based on feedback, this app could end up doing more for the brand as it figures out aspects of different markets.
In any case, it’s a notable effort at proving sceptics like me that there are some Zimbabwean companies and providers that still value customer care.