30/10/2019

 

Vodacom expands its customer support channels

  • Introduces a USSD menu for self-help customer service
  • Renames its customer service to VODACARE

Tanzania’s leading telecommunication company Vodacom Tanzania PLC marked 2019 Customer Service Week by introducing a revamped customer support channel portfolio - VODACARE. This is all geared towards giving customers the freedom to easily and quickly access support when they need it.

“We have over eight support channels that a customer can use to reach us and today we are adding a new self-help channel to the VODACARE family; a dedicated USSD menu- enabling our customers to get help on their mobile handsets at the click of a button,” Said Harriet Lwakatare, the Customer Service Director.

By dialing *149*04# a customer can reverse M-Pesa transactions, check usage information, access services including balance enquiries, internet settings and information on various Vodacom products.

With over 14 million customers, Vodacom customer care unit is one of the busiest departments in the company. Vodacom leverages on technological advancements to digitize its customer service in order to provide accessible services through numerous channels.

“We recognize the customer’s need for quick and easy service, this is why we have been tirelessly working to ensure we give our customers choices when it comes to accessing help. We introduced the digital care services through Whatsapp, social media channels, IVR and live chats and now a dedicated USSD menu for customer service,” said Harriet.

Harriet also announced that all the Vodacom customer service channels will now be known as VODACARE; an indications of Vodacom’s commitment to deliver personalized and unique service to their customers.

“We have changed the name for customer service to VODACARE in line with improvements made to our unique customer service delivery to the highest standards” said Harriet.

The 8 VodaCare services can be accessed by dialing 100/01 to the call center or to ToBi, using social media pages, Whatsapp, live chat through Vodacom website or My Vodacom App, the self-help menu and in all Vodashop and service desks.

“So, don’t be surprised when you dial 100/101 and you are greeted with a message saying ‘Welcome to VodaCare” or you see our shops rebranded to VODACARE” said Harriet.

 “This week, Vodacom is not only celebrating the power of great service delivery as part of its theme but we are saying that with Vodacom, the use and access to customer service assistance is easily available at all times on multiple channels. Our motto is #Ni Rahisi Tu na Vodacom” concluded Lwakatare.

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