One thing has been pretty clear this year, Zimbabwean fixed telecoms provider, TelOne has been paying more attention to customer care issues than ever before.
Besides the launch of a new customer services charter in March this year (which has been supported by a new customer care centre) and branding March as Customer Services Month (it felt gimmicky but to be fair it represented a major culture shift for the State-owned enterprise) it is also redesigning its website and launching a mobile app.
The new website and the app are set to be unveiled at a corporate function tomorrow (20th of September, 2016).
We haven’t had a chance to look at the new website but a version of the TelOne app is already available for download for iOS and Android.
If you are on Android, here’s a link to the TelOne Customer Experience mobile app available on Google Play.
The app is designed to help TelOne customers access information on its products while acting as a resource for submitting complaints on faults and checking balances.
It also has a directory, live chat feature and acts as WiFi locator for the TelOne public wifi service.
Though information on what the new TelOne website is geared to do isn’t available yet, it’s likely that it will be the evolution of its current site to an interactive platform that has the same features as the mobile app.
A push towards improved customer service
Considering how the provision of great customer service is a huge reflection on how good a provider is in telecoms the launch of this sort of service is long overdue.
TelOne has been working hard to transform itself from being a lacklustre parastatal to a highly competitive integrated services provider.
These efforts also require a specific focus on customer needs – a focus which now relies on investment in customer-focused channels like this app and the website.
Such platforms will help TelOne share vital information and field more complaints – elements which are now scrutinised by the telecoms regulator POTRAZ through Quality of Service regulations.
The hope for TelOne now will be improved engagement with its customers and the collection of feedback that will help the operator offer a better service.