Safaricom celebrates 19 years with 5 new changes in customer service operations

Safaricom PLC on Wednesday celebrated 19 years of existence in the Kenyan market with changes to aspects of their customer service.

CEO Michael Joseph unveiled the company's new brand promise, "Simple. Transparent. Honest. For You" elaborating that the company had chosen to go back to the basic values in light of some of the concerns raised by customers.

"We have reviewed all of our products and services, looked at many customer touch points and examined the customer feedback surveys where you gave us your views, good and bad, about how we serve you.

Safaricom celebrates 19 years with 5 new changes in customer service operations Pulse Live Kenya

"I hope that, from today, you will experience for yourself this commitment. I am happy to receive your feedback," his statement read in part.

Free WiFi, Customer Care will call back

Mr Joseph announced that from Wednesday, customers will access free WiFi at all Safaricom Shops across the country. He added that all consumers will be served within five minutes of entering the shop.

"We will offer you a much more personalized service that will see us moving from behind the counters to come to serve you on the shop floor

"We are also making it easier for you to replace your Safaricom line by using your voice as your password," Mr Joseph elaborated.

Safaricom PLC Head Office. Safaricom celebrates 19 years with 5 new changes in customer service operations ece-auto-gen

Fourth, a customer will have freedom to choose their phone number for free and activate the SIM card with Sh50 top-up.

"Starting 1st November, new customers will get a free SIM card with a number of your choice, which you can activate by topping up with Sh50 airtime," he stated.

Finally, the telco giant has introduced what they termed as "a world first" in the purchase of data, SMS and call time that will not have an expiry date.

"We have simplified our voice and data products. You will now be able to buy data for any amount from as low as Sh 1 and this will have no expiry date. This means that you will use your data until it is finished. For calls and SMS, we are offering 50 per cent extra airtime, which can be used to call and text across all networks," he stated.