With increased number of device manufacturers in Kenya, many consumers have access to an array of various devices to fit their lifestyles and how they consume data. Pressure to innovate has become a key element for operation equipment manufacturers to maintain a long term relationship with customers and hook them to their various brands.
Customer service has proved to be the key solution to Huawei Mobile Kenya especially as the mobile device company continues to define personal relationship with customers as an important aspect of its business strategy. The company launched its fourth customer care center in Nakuru to take care of its customers from the Rift Valley region in Kenya.
This centre serves over 1000 customers per month who have software related issues and the center expects to manage 90 percent of inquiries from the customers with highly trained staff and superior equipment. Early this year, Huawei commissioned one such service center in Nairobi and Mombasa.
Ultimately, as organizations struggle with competitiveness around price and product, one of the things Huawei Mobile is looking at as an opportunity for differentiation is customer experience.
“The standards for customer service in the mobile device business are higher now”, says Humphrey Mokono, Western Region Head, Huawei Mobile. “Our customers expect immediate help and it’s our job to advise them in regard to how they can manage our devices, handle their warranties and software improvements. Setting up this center will help customers connect with the customer service representatives for a personalized service, at the end, this encourages repeat purchases and a long term relationship”.
Investing into such centers enables Huawei to create an emotional intelligence platform that provides customers the ability to request and receive help with their products at the very point of need. According to Mokono, through the center, customers will be more empowered about the Huawei Mobile line of devices and believe in the company’s innovation journey.