Customer experience delivery has evolved over the years and the story is not different in the telecoms industry. Customers now insist on simple and convenient digital channels that make their lives easier.
In Ghana, Vodafone continues to show leadership and mastery in the use of new channels to enhance customer experience delivery. This year the company announced a number of customer engaging platforms including ToBi, an industry’s first virtual assistant chatbot that performs customer care functions and provides 24-hour assistance to customers on products, services, and enquiries.
One of the many ways Vodafone excites and interacts with its customers is through My Vodafone App. This unique app is a self-care mobile application that allows customers’ access to unlimited Vodafone services; designed with the objective of empowering the customer to do more and manage their accounts on the go.
My Vodafone App, combines customer touchpoints and queries into one place to make engagements with the company much easier. With its sleek new design and new tabs, customers can now send money, top up their account, see the last few transactions and raise any customers concerns for a quick response by ToBi. Customers will also be able to access Vodafone’s media content including the award-winning Healthline programme.
The mobile app has also given birth to a number of groundbreaking consumer campaigns in the past. These include an interactive gaming application named “Yen di Agoro’’, which rewarded thousands of customers in diverse ways with winnings, ranging from laptops, TV sets, smartphones, home theatres, bundles and airtime. Vodafone also introduced ‘Shake’ a unique campaign that rewarded customers with free data and weekly rewards by simple shaking their handset.
Known for its passion for innovation and creativity, Vodafone Ghana has taken this game changer to a completely new level with the introduction of the all-new MyVodafoneApp (MVA)
Commenting on the revamped MVA, Angela Mensah-Poku, Director of Commercial & Digital Transformation, said:
‘’This new and redesigned mobile application is completely different from the usual consumer mobile apps. Its unique and intricate features offer a complete all in one solutions platform for our customers. The new MVA is the most extensive overhaul the app has seen, since its inception and it will certainly be a key engagement channel between our customers and us. One remarkable thing about MVA is its integration with our Vodafone Cash platform, the most secure mobile money platform in the country. Besides engaging with us in real time, enjoying the rare rewards and matchless experience, customers can now make payments directly whilst using the app. We are also proud that this App was delivered by our local team, young talented, Ghanaians whose expertise and creativity have given birth to something world class ’’
She also stressed that MVA, which is in line with Vodafone’s digital strategy, empowers and allows customers to be in control 24 hours a day. The telecommunications giant aims to significantly increase the number of customers using the app to reach out on their demands.
The redesigned MVA has a new look and feel as well as an enhanced user experience. Customers are placed on an exciting customer loyalty scheme in addition to 1GB data, when they download the app that is available on the various smartphone download stores.