Email customer support tested: SA mobile operators

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Which mobile operator in South Africa offers the speediest email customer support? MyBroadband put Vodacom, MTN, Cell C and Telkom to the test by emailing each operator a simple technical query about network issues.

The results were mostly favourable, but for some providers, this email support test indicates areas of opportunity for improving their customer service.

Email customer support response times for South African mobile operators:

  1. Vodacom: 37 minutes
  2. Telkom: 3 hours 54 minutes
  3. MTN: 4 hours 3 minutes
  4. Cell C: No feedback after 24 hours

Not only was Vodacom’s response time the fastest, but a helpdesk agent followed up via phone call to confirm that the technical issue had been resolved.

Following MyBroadband’s investigation, Cell C apologised to customers whose email queries may not have been attended to. “An investigation established intermittent problems with email services connected to our new website,” said Cell C in an official response. “We want to apologise sincerely for any inconvenience our customers may have experienced and appreciate the continued feedback from customers that will assist us in improving our systems.”

Click here to read the full article on MyBroadBand.

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