Airtel Kenya has launched an innovative “Customer Care on Wheels” bus service in Kenya’s Western region, connecting more subscribers to convenient support through personalized mobile offerings.
Dubbed the Airtel Customer Care Bus, the mobile unit allows for a wide range of service needs – from SIM card replacements to broadband queries and cash top-ups.
This unique approach mirrors the Mobile Taxpayer Unit (MTU Bus), pioneered by the Kenya Revenue Authority (KRA).
The move aligns with Airtel’s focus on enhancing the customer experience through improved availability and affordability.
With a growing mobile device market penetration thanks to budget-friendly smartphones, Airtel Kenya taps into modern connectivity to boost care.
KYC Updates, Postpaid Upgrades and More
The Airtel Bus handles SIM resets, fund reversals, postpaid upgrades, KYC updates, and more, eliminating common consumer pain points. Customers within the region simply walk in for instant assistance.
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By meeting subscribers across Western Kenya, the service eases access to account support, especially for rural communities once hindered by centralized customer care centers.
Onsite Customer Experience Agents
Onboard experience executives personally cater to each bus visitor, be it standard inquiries, Airtel Money transfers, home broadband guidance, or prepaid top-ups. This human touch differentiates the offering.
The units are also equipped with stations to facilitate various customer requests efficiently using digital resources. Agents additionally provide education on new products, plans and promotions.
Convenience and Reliability Through Mobility
By using mobility to shrink the distance between consumers and physical assistance, Airtel Kenya puts convenience first. The buses essentially serve as fully functional contact centers with the reliability of in-person interactions.
As affordable connectivity continues to flourish courtesy of quality budget mobile phones, the brand further utilizes technology to enhance last-mile outreach. The mobile care initiative cements its customer-centric commitment moving forward through innovation.
