Safaricom Kenya has today unveiled a suite of products that have been designed to enhance experience for customers on its network.
The tools, which aim to hand customers more control on how they use voice, data or value added resources on the network, include the Safaricom Guarantee, My Data Manager and My Subscriptions, all of which are freely available on any handset in the country.
The Chief Executive Officer (CEO) Bob Collymore said that the company have for the last few years invested an average of 30 billion shillings in a year to for the purposes of building the best network in the country.
“We are aware that there is a great deal of opportunity to enhance the experience on our network for our customers. The collection of products that we are launching today aim at providing our customers with increased control over the services they use on our network,” added Collymore.
As a service that will enable the company to offer refunds to customers should they experience a network disconnection, the Safaricom Guarantee will leverage the extensive investments that Safaricom has made in building the most advanced network in the country.
Safaricom stated that it is now committed to refund its customers with up to one-minute talk time whenever they will experience a network disconnection during calls to other Safaricom subscribers.
Information Cabinet Secretary Joe Mucheru, who was also present at the event said that as the telecommunication sector continues to evolve and focus shifts to quality of service adding that Safaricoms’ commitment is a demonstration continued innovation on behalf of the needs of its customers.
Safaricom also launched My Data Manager that gives customers power to control data bundle usage, thus allowing them to restrict browsing on out of bundle rates. This development is meant to resolve the instances where data bundles run out and the network switches automatically to the more expensive airtime option when surfing the internet.
My Subscriptions Management hands customers power to view their active subscriptions that include Data, SMS, Skiza and Premium Rate Services, and also manage their subscriptions by adding more services or unsubscribing from active services.
Collymore noted that they are firmly focused on enhancing the experience of their customers adding that they believe the new initiatives in place will be able to demonstrate their commitment to customers.
Safaricom becomes the first operator in Africa to announce such initiatives and is the first in the world to offer a real time refund for network related call disconnections.