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Cell C Customer Care in the palm of your hand

Wednesday, 15 April 2020

Whether you’re using your smartphone for banking, insurance, social media or surfing the web, you want immediate service. During this unprecedented time in South Africa in which citizens have to observe a nationwide lockdown to prevent the spread of the COVID-19 virus, what has been termed ‘the digitization of customer service’ is more vital than ever before.

Customers now have a direct line straight to their network provider, more ease in troubleshooting and more control over their spend limits and data usage. Subscribers now expect – and receive – up-to-date information on how much airtime, SMSes and data they have left and rather than contact a call centre and have to hold on the line, they can manage their out-of-bundle purchases, set limits on spend and more instantaneously through USSD, carrier apps and websites.

Those businesses that have been prepared for and have embraced customer care digitisation, have been able to establish closer relationships with consumers as challenges are able to be dealt with in immediate fashion, and perhaps most beneficially, in some cases to act as market disruptors. 

One such case is Cell C’s Spend Control feature. With it, subscribers can easily set spend limits, decide whether they want to go out of bundle (OOB) or not and place a Rand value on any limit that suits their budget for voice, SMSes and data. It takes only a couple of quick swipes to accomplish this and its available through Cell C app, USSD and Cell C’s website. This, coupled with Cell C’s new enhanced notification system, with which customers now receive notifications at 20%, 50%, 80% and 100% usage, ensures that they’re up to date with how much time, SMSes and data they have left.

Other features in Cell C’s app include:

  • Manage cards (Customers can manage the credit/cheque card linked an upfront payment on SIM-only plans
  • Pay Your Bill (Customers can make a full or partial bill payment from within the app)
  • Check Balances ( Customers can check their Data, Voice and SMS balances with just a few swipes
  • Send Free SMSes (Cell C offers up to 5 free SMSes a day)
  • Buy bundles (Once-off and Monthly Data, SMS, Voice and WhatsApp bundles are available for purchase. Customers can also gift these bundles to friends and loved ones to help them stay connected).
  • Log connectivity issues (Customers having difficulty connecting can log issues from the app, rather than wait on the line with the call centre).
  • Share data (Customers have the ability to share data and as well as make an emergency recharge feature if they’re on a prepaid plan). 

It’s basically customer care in the palm of your hand without having to involve anyone else. Rather than waiting on hold, you can make changes and set limits instantaneously, check your own data and manage your spend within seconds. The service is free and available to customers across all of Cell C’s smart device plans. 

“The practice of putting the customer first is not just one of Cell C’s core values, it’s in our DNA,” says Simo Mkhize Cell C’s Chief Commercial Officer. “We’ve always taken a holistic approach to customer care and we continue to make organic changes as we learn about our customers’ experiences.”

“It’s more than just a process for us.  It’s about people and the culture of customer first.  It’s about everyone believing: ‘I have a role to play in putting the Cell C customer first’.”



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