MTN on Tuesday, 28 March 2019 launched an MTN channel platform on WhatsApp that will grant customers access to top-up and buy data bundles. Customers will also have access to receive notifications and check balances through WhatsApp. MTN plans to expand the channel offering in the near future. To sign in, customers need to save the MTN Chat number 083 123 0011 to their contacts and send “hi”, a link to opt-in will be sent and once they’ve opted in, they’ll be offered a menu from which to choose their preferred service.
MTN SA’s Executive Consumer Business, Mapula Bodibe said “Customer-centricity is the driving force behind MTN Chat because we are taking a solution for an often-required service, to a platform we know our customers are already using, in the form of WhatsApp. MTN Chat is helping customers simply and seamlessly manage their accounts off a secure and convenient platform they already know and love.”
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“It’s imperative that companies focus on improving self-service experiences to retain and grow customers. This is an important step for MTN, in addition to what we are doing to upgrade our overall customer journey,” says Bodibe.
MTN intends to include services such as customer support, management and upgrade of customer accounts, balance notifications and the offering of customized deals to the channel. MTN hopes to include other instant messaging platforms such as Facebook Messenger down the line. The number has a verification marker to mitigate fraud. MTN partnered with global customer engagement company, Clickatell, to bring this solution to WhatsApp. Clickatell is an authorized WhatsApp Business Solution Provider. MTN pre and post-paid customers can register through a one-time-only process to get activated by means of either their credit or debit cards.
“Our customers should be able to interact with us whenever and however they choose and working with the Clickatell team that has so much experience in this space allowed us easily integrate MTN Chat with our existing offering. This is an exciting development for our customers and we look forward to exploring new possibilities with Clickatell in future,” he said.
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