By HELEN ZULU –

MTN Zambia Limited has launched Zambia‘s first ever WhatsApp based customer service in the telecommunications industry.
This means MTN Zambia customers can interact with the company’s customer care unit using instant messaging application, WhatsApp and get responses to queries in real time.
Company chief marketing officer Manu Rajan said MTN Zambia was focused on transforming the lives of Zambians through quality customer experience and that the new service was just the beginning of more innovative solutions to come.
Mr Rajan said MTN Zambia wanted customers to provide feedback whether positive or negative without any restrictions.
He said this in a statement issued in Lusaka yesterday.
“Delivery of quality customer experience is dependent on how we interact with them.  We are leveraging on our customers’ preferred
interactive channels and using that platform to engage them in order for us to serve them better”, Mr Rajan said.
He said the WhatsApp based customer service was alternative and more effective way to engage with the customers for any concerns not only through chatting, but also with the help of visuals, images and audio visuals.
Mr Rajan said this would improve the quality of customer interactions for MTN customers in Zambia.
He said the company would continue to invest heavily in customer service interactive channels in order to get closer to the customer and provide the best possible customer experience.
Mr Rajan said some of the issues expected to be tackled on the WhatsApp service include Education on Products & Services, Customer complaints, Inquiries among others.
He also said MTN Zambia goes beyond providing communications solutions as it contributes positively to enabling people’s lives.