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News : MTN Announces its Delivery on Improved Customer Service
Durban, South Africa, Jan 28, 2020 -- MTN has announced the start of a three-month phased customer migration journey, which is aimed at offering its customers improved service and experience. On Monday, 28 January, the first batch of MTN contract customers will be migrated onto the new customer service platform.
The new platform will see the introduction of a new customer invoice layout with password protection. It will also offer immediate simplified customer processes, quicker authentication processes and improved vetting response time. Future benefits include enhanced customer communication, real-time reconnection features and improved tracking of customer queries.
"Our customers are at the heart of our business and we are always looking at ways to improve our service and enhance our customer's experience of our brand. We look forward to the promise of this new platform as we gear up to better serve our customers," says Jacqui O’Sullivan, MTN South Africa's executive of corporate affairs.
The brand says that customers will be migrated in batches and will be informed two hours prior to the start of their migration. The process is not anticipated to last longer than 16 hours.
MTN says that, during this time, some services such as airtime and data recharges may be temporarily impacted but these services will be fully restored upon completion of the migration on the same day.
Customers who are seeking assistance on the day of their migration are encouraged to call the MTN call centre. MTN says that it has ensured that these migration-related calls will be directed to a dedicated team of customer agents to ensure a speedy resolution.
We apologise to our customers for any inconvenience caused during the migration period, however, we have taken steps to ensure that the impact is minimal and that our teams are on standby to assist customers," concludes O'Sullivan.
The dates have been earmarked for the remainder of the migrations and customers will be informed accordingly.
Posted by Veronica Silva Cusi, news correspondent
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MTN Nigeria is part of the MTN Group, one of Africa’s cellular telecommunications company.
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