DStv Launches 24/7 WhatsApp Self-Service

MultiChoice Ghana, the leading video entertainment company in Ghana has launched a battery of self-service platforms to assist customer better manage their DStv and GOtv service during the festivities. Making the announcement, Managing Director of MultiChoice Ghana Cecil Sunkwa-Mills said “we anticipate an increase in traffic to our contact centres for reconnections, upgrades and resets amongst others. The introduction of these self-service platforms are designed to improve customer user experience and allow our customers to be able to share more quality time with the people they love the most.

With the WhatsApp self-service, DStv subscribers can now upgrade their subscriptions, fix error codes, make payments and even rent Box Office movies, all by themselves! The WhatsApp self-service guarantees minimal wait time and low hassle as it provides an easy-to-use, convenient way of communicating in a format that customers are already comfortable with. It enables DStv to quickly and directly respond to customers as well as offers a phenomenal entry point for jumping on to the messaging bandwagon for customer service.

“We place our customers at the heart of everything we do and what this means is anticipating how to make their experience at our touch points stress-free. This deployment is testimony that we are serious about seeking innovative ways to improve customer experience on a continuous basis,” says MD of MultiChoice Ghana, Cecil Sunkwa-Mills.

To use the service, simply add +233 024 242 6050 as a contact, type “Hi”, and you can check your balance, fix errors, change package, and make payment. Email and telephone are still the most commonly used customer service tools. But messaging apps are the perfect solution to increase customer satisfaction and loyalty. It is no secret that the reach of WhatsApp is unmatched and unprecedented, with 1.5 billion users in 180 countries. By meeting customers where they spend considerable time, DStv’s WhatsApp self-service is creating convenience and 24 hours accessibility.

Coupled with the Whatsapp Self-Service deployment, MultiChoice earlier in the year introduction of the MyDStv and MyGOtv Apps.  They were geared towards offering value-added service for customers. Both apps allow an easy and convenient way to manage ones DStv or GOtv account. Customers can now manage their viewing from any location, clear error codes, see how much they owe, make a payment, change their package or update their details anywhere, anytime from the Apps. Customers can download the MyDStv and MyGOtv Apps for IOS and Android from the play-store.

During such festive periods, our customers typically require assistance; many a times outside usual working hours. Coupled with the public holidays, we have deployed these Apps (Whatsapp for DStv and the Apps: MyDStv and MyGOtv) to put more power in the hands of the customer leveraging on technology they are very familiar with.