NAIROBI, Kenya, Dec 1 – Safaricom is experimenting with new ways of engaging customers who visit the mobile telco’s customer care shops by providing a rich experience.
The company has remodeled the Village Market Safaricom Shop, which has been refitted to provide an immersive customer experience around connected and smart home solutions.
The remodeling also caters for emerging services such as connected businesses, smart homes, and e-commerce.
Safaricom has also refurbished the Kitui shop to meet an increasing appetite for smartphones and related services in Kitui County.
As part of providing quick access and convenience to the 10,000 customers who visit the shops daily, Safaricom has expanded its presence in Nairobi with two new shops.
The Ronald Ngala Shop will serve customers in the Central Business District while the Greenspan Mall Shop will serve customers in Donholm, Kayole and the Greater Eastlands region.
A new Nyahururu shop will cater to customers in Nyandarua County, Laikipia West and Samburu Central Sub Counties.
Safaricom Director – Strategy, Joseph Ogutu says the company is looking to have a physical presence in all the 47 counties.
“Kenyans are embracing an increasingly digital enabled lifestyle driven by growing smartphone uptake, advanced 3G and 4G networks, and smart, connected homes. Our investment in these new Safaricom Shops will go a long way in meeting these emerging customer needs within a fast-evolving technology landscape,” said Ogutu.
The new outlets will grow Safaricom Shop’s footprint to 48 across the country catering to its 29.5 million customers.
The growing customer footfall, Ogutu explains, is largely driven by demand for 3G and 4G smartphones, and for M-PESA services.
Safaricom has also launched eight care desks that will supplement the Nyahururu and Greenspan Mall shops.
The care desks will be located at Safaricom Dealers in Nyahururu, Kinamba, Rumuruti, and Ol-Kalau in Nyandarua and Laikipia Counties, and Donholm, Kayole and Pipeline in Nairobi County.
The care desks are staffed by Safaricom employees and allow customers to access personalized services including M-PESA statements, without having to visit the shops.