Customer experience review for online chat application of the four big telecommunication company in Nigeria

A review of the on-line chat which is readily found on company’s website was done on these telecommunication company to find out how these application can be used to solve customer issue.

The team will be reviewing various companies product intermittently to find out how they are faring in customer experience issues.

The team tried to find out if the telecom company has a data plan for android users just like the one for blackberry users.

The parameters used for the review are:

1.       Courtesy of the telecom staff.

2.        Response time.

3.       If the application was working.

4.       Attitude of staff.

MTN REVIEW

Courtesy:  The agent was courteous and introduced himself immediately. The agent responded to the question asked and also gave our team all the data plan they offer with the amount. We rate this agent 5*.

Response time: the response time was good. Our team initiated the chat at 12.36 pm while the agent responded at 12.37 pm. He gets a 5* too on this.

The on-line chat application: our team was able to use the application. So MTN gets a 5*.

Attitude of the staff: the staff was ready to help us. He even went the extra mile to asked us if there is anything else he can assist us with.

On the live chat review. MTN gets a 5*.

ETISALAT

Courtesy:  The agent was courteous and introduced himself immediately. We rate this agent 5*.

Response time: the response time was not so good. The agent kept the team on hold for long without informing the customer to hold on. The agent gets a 3*.

The on-line chat application: the connection to the on-line chat was very poor. The company gets 2*.

Attitude of the staff: the staff was ready to help us. We score the agent 4*.

In total Etisalat gets a 3*.

GLO.

Courtesy:  The agent was very courteous and introduced himself immediately. We rate this agent 5*.

Response time: the response time was good. He gets a 5* too on this.

The on-line chat application: the connection was very good. The company gets 5*.

Attitude of the staff: the staff was ready to help. We score the agent 5*.

In total GLOBACOM gets a 5*.

AIRTEL

We could not locate the airtel on-line chat on the company’s website. We advise the company to develop an on-line chat that will enable customer connect to them at any time without going through the stress of dialling their customer care