NAIROBI, Kenya – Giant telecommunications company Safaricom has apologised to its customers after experiencing hitches in the newly launched My OneApp.
With the rollout of My OneApp, the company hoped to bring its range of services previously split across the MySafaricom app and the M-PESA Super App into a single platform.
But following the hitch, the company apologised to its customers, stating, “We are sorry for giving you a poor experience.”
“Many of you have experienced challenges while accessing the app, and when you did, the same experience fell short, particularly for our roaming and diaspora customers who have had more challenges logging into the new app and those who had auto-updates on their phones and were automatically moved to the new My OneApp. This is not what we promised,” Safaricom said in a statement.
Why did Safaricom build My OneApp?
According to Safaricom, it built My OneApp to serve you better, bringing all Safaricom services into one place, with simple journeys, improved security and offering a better customer experience.
“Your feedback has made it clear that we can deliver a better customer experience. We hear you, and we are fixing it,” said the company through its corporate communications team.
What is Safaricom doing now?
“We have gathered all the feedback, and we are treating your concerns with urgency. Our teams are working around the clock to resolve the issues you have raised. Whether you are in Kenya or abroad, you can seamlessly access and use My OneApp,” the statement further reads.
Safaricom reiterated that its customer care teams, Safaricom shops, dealer shops and any Safaricom outlet near its customers are all at hand to support them.
“In addition, you may reach out to us via the following digital channels: email [email protected], Facebook www.facebook.com/SafaricomPLC and X @safaricomPLC and @Safaricom_care. Once again, we are truly sorry for this experience, and we are committed to delivering a safe, secure and always-on digital experience,” Safaricom PLC explained.
Safaricom adapts artificial intelligence
But beyond convenience, following the launch of the app, the bigger shift was expected to lie in personalisation and hyper-personalisation, where the app uses artificial intelligence to enhance the user experience by learning customer behaviour over time.
The app was designed to learn customer habits over time and place the most relevant services directly on the home screen. Services and offers would also adapt to a customer’s preferences, location and timing, while keeping them in control of the data they choose to share.
This included tailored offers such as recommended bundles when data is running low, quick access to regular merchants and services that align with the user’s lifestyle.
Users would also customise quick actions, manage favourite services and access tailored bundles from a single dashboard.
The future of digital services
For Gakenia Gathura, Growth Manager, M-PESA Super App, this is where digital services are heading.
“It’s about being ahead of our customers and knowing what they want. If your data is about to end, the app can recommend the best bundle for you. If you travel often, it can surface relevant deals and services,” she said ahead of the rollout of the app.
The Safaricom team engaged customers across the country through one-on-one sessions, surveys, dealer feedback, shop teams and the call centre for insights.
The company indicated that “feedback shaped not only the features included but also how customers experience them.”
About 150,000 customers have been using the new app in the testing phase, known as beta testing. In contrast, about 9 million users on the existing apps – My Safaricom and M-PESA – were expected to migrate to the new app.
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