DStv has once again put its customers at the forefront of efforts to innovate, utilise new technology and create better value – all while enhancing customers experience of being part of the DStv family across Africa. This was one of the many updates at the recently held MultiChoice Content Discovery Showcase.
DStv understands the importance of customers time and money. That is why encouraging customers to use owned digital channels, which are more accessible, affordable, and efficient, to perform administrative tasks has been our guiding light and key focus area to achieving the competitive edge of becoming a truly trusted digitally augmented, human-centric business within the industry. Improving customers experience and providing them with value for money services does not end at content choices, it extends itself to successfully having customers connected at or away from home and feel part of the DStv family for years to come.
Customer centric platform enhancements
The MyDStv Self-Service apps have given customers the power to manage their package as they see fit. Aspects such as managing notifications settings for payment history, the changing of subscription packages, updating contact details and fixing decoder errors are just a few of the app-based solutions customers can look forward too. They can within the Multichoice ecosystem enter competitions, add ShowMax to their account, take part in survey’s impacting their viewing pleasure but also do so remotely – not calling into a call centre or visiting their nearest branch.
The DStv website has also seen improvements enhancing functionality in a similar vein, while Enhanced Decoder Notifications is an innovative way to communicate administrative messages with customers, so that they can focus on enjoying all that DStv has to offer.
Improved WhatsApp functionality saw the rollout of a new Artificial Intelligence (AI) Chatbot to respond to customers and assist with key self-service functionalities, incorporation of agent-assisted Live Chat for multiple countries, the option to rent BoxOffice movies and top up BoxOffice accounts.
The capability for ‘DStv Self Activation’ is another innovation that has made life easier for customers. Using a digital platform of their choice, new customers can activate their subscriptions at their own time and convenience – eliminating the need for frustrating phone calls or long waits at a branch. Currently, this feature is available on the MyDStv app in five countries, on USSD in nine countries, and on Telegram in one country, with plans to expand access going forward.
2022 wins
In 2022 while soccer fans and enthusiast were dusting off their regalia, MyDStv app underwent a gamification enhancement process to add to the soccer fever. New and existing customers could accumulate points using varied digital platforms options such as USSD and mobile application to enhance their soccer experience throughout the 64 matches. This initiative not only allowed customers to experience the business and the World Cup using digital first technology, but it also educated customers on self-service applications allowing them to have more control of their subscription. What this resulted in further was customers upgrading to higher packages which meant that customer details were updated simultaneously strengthening the integrity of the data we have on them. Above all, reconnections were an added win for this digitally led customer facing campaign.
In a similar vein, the launch of ‘Big Brother Titans’ midway through 2022 brought about the introduction of games and quizzes to the MyDStv app, allowing customers to play and earn votes throughout the season whilst being part of the action with their favourite ‘housemates’.
DStv for Business is also working on improving its business offering, by introducing new bouquets: Stay, Play and Work. At present, customers on the business side have to make manual payments and resolve queries via walk-in centres and call-centres, but the introduction of self-service options will improve efficiency, value and convenience.
Our viewers on DStv enjoy an unrivalled selection of television shows from around the world! Visit www.dstv.com to subscribe or upgrade and join in on the excitement. And if you’re on the move, you can stream all your entertainment on the DStv App.
