Safaricom Bonga Points loyalty scheme

Safaricom Bonga Points loyalty scheme

My favorite product is Bonga Points, which  is a loyalty scheme available to all Safaricom PrePay and PostPay subscribers. One Bonga Point is earned for every Ksh10 spent on voice calls, sms or  data. The Bonga Points may be redeemed for rewards ranging from Talk-time(Minutes), Data, sms and mms bundles to Merchandise redeemable at any Safaricom Retail Center countrywide.
To enroll, check or to redeem Bonga Points, you dial *126# and follow the prompt .Once enrolled you get 10 free points. You may as well sms the word points to 124 or dial *124#.Besides enrolling,you need to register by providing  your details either through the call center or through the Retail center,upon which a further 30 points are added to your account
PrePay subscribers will be able to check all the points earned after 1 hour of using airtime. PostPay subscribers will get their points based on the time the call records are updated on the system.
Time and again,promotions are run with a view of making the customer benefit the most from the scheme,thus making them more loyal to Safaricom,hence retaining them.

They are a brilliant way of both retaining the customer as well as  stimulating credit usage.

Impact of Social Media on Customer Service

With the majority of Safaricom subscribers being the youth,social media is a sure way of pulling and retaining its subscriber base.Among the benefits to be reaped are:-

* Revenues on any query raised,considering that using the internet for raising such a query is by itself            consumption of data.

*Easing up of the traditional CC lines now that a substantial amount of queries will b sorted the social way.

*Immediate feedback on the kind of service offered,since social media is instantaneous

*Social media will make it easier and more flexible to engage with customers.

*For Safaricom customers in the diaspora,social media is such a cheap,fast and convenient way of having    their issues sorted

*it increases the customers confidence due to the vast channels of raising their concerns/complains

*It can be exploited as a marketing channel

*  Social media will allow discovery of customers’ preferences so that you will be able to act based on what they want for better service 

About myself

My name is Francis Mbuthia, I love to learn new ideas and skills fast and quick to embrace change and new technology in the globally dynamic business environment.I work well under pressure with minimal supervision, strong self motivation and desire to succeed.

My career objective is to work in a challenging environment that will offer me an opportunity to utilize and enhance the knowledge and skills I have acquired to date to accomplish both organizational and my personal objectives. In this case I would love to embrace the new technology of customer service through the social channels, ie tweeter and facebook.

I have a Degree in Computer Science and IT as well as being a Cisco Certified Network Associate(CCNA).I have,out of personal interest been "sitting by Nelly" with the current team of social media.just to have a better understaning of the operations

I joined Safaricom in 2008 as a Customer care Representative line 100(prepaid) where I have earned close to 3 years experience in assisting and solving customer complaints and issues. I am a good performer and above average, my latest PDR was 3.0  and I am hoping to get a better  PDR in this half year since I have maintained 100% on call quality 100% on service request and above 95% on adherence which are key to good customer service for the last two months

My hobbies are networking via social media and community voluntary services, I also love going beyond the obvious and expected in my duties as a customer care. Nothing make me happy than when a customer is satisfied.

Follow us at kia_mbuthias@tweeter.com/@facebook.com