WJ
Waghied J

1 reviews | Active since May 2016

11 Jul 2016, 10:07

Landline numbers are soooo last century...

<p>This is not the first time that I am complaining about this andI hope that, in some miraculous way, there will be an evolution of some sorts for Multichoice to join the 21st century. I recently purchased an Explorer decoder and needed to activate the functionality. Not only did i have to call a landline number and foot the bill for the call but spend 30 minutes using my phone with the most ********** IVR facility. What has multichoice been doing with all it's shareholder's money - just adding more to their coffers? Can they not transition to a shared call number or even better yet, tollfree number - which is highly unlikely, like everyone else so this is mutually beneficial for them and the consumer? Then, on top of it, imagine someone calling who may be less tech savvy than I am and trying to use their IVR - pity them as there are just too many options available which confuses the daylights out of me - what happened to keeping it simple?</p>

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Replies (2)
WJ
Waghied J's update11 Jul 2016, 13:47
Reviewer Update

Thank you for your response. The IVR functionality was secondary to my complaint - I am more concerned about the availability of a landline number for customer calls. I'm sure that technical queries like mine takes a while to resolve so why can this not be more affordable for the consumers? It's not like a call is answered in a few seconds either as one has to listen to the IVR functionality. I would love to know what the impact has been on the average call duration although it seems that you are probably more concerned about the self-service functionality to reduce the incoming calls. On the IVR side, i am quite curious to know what measurements you have in place to assess the effectiveness of this functionality in its simplicity of use, whilst i understand the overall business benefits?

DStv (MultiChoice)
DStv (MultiChoice)'s reply12 Jul 2016, 14:47
Official

Dear Waghied Jacobs

We currently have a number of initiatives that we are reviewing on how we service our customers through the various touch points and self-service platforms.

Thank you for your insights. We have referred your enquiry to the relevant department for consideration.

Regards

Elna