Getting closer to subscribers through ‘Airtel Customer Care on Wheels’

The ‘Airtel Customer Care on Wheels’ is one of the latest innovations that demonstrates the importance of getting closer to the customer. It provides a customer experience that seamlessly connects subscribers to the company’s services at their convenience.

The Airtel bus, which was launched in Kisumu to serve as a central customer care hub within the Western region, gives customers access to personalized services with the Airtel customer care bus in line with the brand’s promise to enrich the customer experience.

Operated by Airtel customer experience executives, the bus is equipped to handle a wide range of customer service needs including SIM card replacements, post-paid and prepaid product upgrades, resolution of common customer queries e.g., Airtel Money, SIM reset and funds reversal, airtime top-up, home broadband set-up queries, bill payment inquiries and many more, including KYC updates.

The initiative is a significant step towards fulfilling Airtel’s promise of providing convenient access to its services, increasing its customer service footprint across the country.

The unique mobile customer care unit provides easy access to Airtel Kenya’s customers who may not have easy access to a customer care center, ensuring that their concerns are promptly and effectively addressed.

As Airtel continues to eliminate the barriers that have hindered some communities from accessing their customer care support by bringing their services directly to the people, its customer care bus initiative is yet another demonstration of the company’s commitment to enhancing the customer experience.

Affordability and availability of quality mobile devices continues to support this growth since they provide seamless connectivity and access to information. It also offers users financial inclusion and access to goods and services that increase the quality of life.

Airtel remains committed to offering its subscribers top-notch customer experience as evidenced by the convenience brought about by the ‘customer care on wheels bus.’


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