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Huawei mobile turns to service centers for improved customer relation


Huawei Mobile Kenya has turned to service centers to improve customer service after it launched its fourth customer care center in Nakuru to take care of its customers from the Rift Valley region in Kenya.

This centre serves over 1000 customers per month who have software related issues and the center expects to manage 90 percent of inquiries from the customers with highly trained staff and superior equipment.

Early this year, Huawei commissioned one such service center in Nairobi and Mombasa.

With increased number of device manufacturers in Kenya, many consumers have access to an array of various devices to fit their lifestyles and how they consume data.

Pressure to innovate has become a key element for operation equipment manufacturers to maintain a long term relationship with customers and hook them to their various brands.

BUSINESS STRATEGY

Customer service has proved to be the key solution to Huawei Mobile Kenya especially as the mobile device company continues to define personal relationship with customers as an important aspect of its business strategy.

“The standards for customer service in the mobile device business are higher now,” said Humphrey Mokono, Western Region Head, Huawei Mobile.

He added that their customers expect immediate help and it’s their job to advise them in regard to how they can manage Huawei devices, handle their warranties and software improvements.

“Setting up the center will help customers connect with the customer service representatives for a personalized service, at the end, this encourages repeat purchases and a long term relationship,” he noted.

According to Mokono, through the center, customers will be more empowered about the Huawei Mobile line of devices and believe in the company’s innovation journey.