MultiChoice has launched DStv self service feature to enable their subscribers troubleshoot DStv technical problems from their mobile phones, call center and through the internet. To troubleshoot and solve simple transmission errors, subscribers will have to send an SMS code 3788 from their cellphones and there after they will receive further instructions to solve the technical errors. The service will help solve the E16 error, which forms 60% of the errors recorded at MultiChoice's call centers.
MultiChoice Kenya, General Manager, Stephen Isaboke said the DStv Self-Service will ensure that the subscribers can access uninterrupted entertainment by providing them with ability and technical know-how to solve their own technical problems without speaking to a live agent for reconnection.
"The launch of the DStv Self-Service will empower our subscribers in regards to the services that we offer and hence, it will help in reducing the number of calls that we receive from our call centre by about 80%. As a result, this will translate into efficient service delivery to our subscribers, thereby enhancing their viewership experience and choices," said Isaboke.
The DStv Self-Service will be available to subscribers in three different options. Firstly, subscribers have the option of an easy to use self-help SMS system to help subscribers solve simple problems such as re-set their accounts, enquire on the exchange rate, check the balance and due date all by themselves directly from their handsets. The charges for the SMS system option will be Kshs 5 for both Safaricom and Airtel subscribers.
The second option is the use of the online web self-help via DStv.com\Kenya website which will be available via the internet and the other option for the subscriber is through the use of the Interactive Voice Response (IVR) systems accessible via the DStv Call Centre pilot lines; (020) 423 6000 or 0711 066 000 which will be available through the DStv call centre.
Isaboke also noted that DStv Self-Service will provide their loyal subscribers with more touch points to access their services while saving them time by using the self services as fast as possible for uninterrupted DStv entertainment services.