Johannesburg, 24 Nov 2013
Telkom's new Summer campaign, under way from September through to the end of December, aims to simplify the customer experience and better highlight Telkom's across-the-board value propositions.
Helen Christoforou, Advertising and Promotions Executive at Telkom, explains that Telkom has been engaged in an extensive internal exercise to improve customer service with significant interventions under way to overcome this challenge. "And when it comes to our solutions, the fact is that we seldom offer a service in isolation. We offer a converged solution, and when the deals are broken down into their various components, they offer excellent value across the board."
The Telkom Summer campaign is the first to promote the converged offerings from multiple Telkom business units on a single platform, www.telkomshop.co.za, with a single call centre number - 10213. Christoforou says this Telkom Summer microsite aims to simplify the customer's journey of discovery. "We started with three business units and put on the table more than 30 products, then went to market with seven 'hero deals' - the best of the best offerings. These are highlighted on the site, but users can also drill down to discover a host of other deals to find those that suit them specifically."
In addition, training and customer service interventions have resulted in Telkom's top 27 stores nationwide gaining in-store technicians to offer technical repairs and assistance on-site. These stores also have customer 'hosts', who offer consulting and advice across Telkom's portfolios, to help consumers and small and medium-sized enterprises find the packages that best meet their needs.
Christoforou notes that Telkom's drive to improve customer service and evolve its offerings to meet changing needs is an ongoing process. "Internally, we have seen significant changes, and we are very excited about Telkom's new directions. But this message needs to reach the market and overcome perceptions that Telkom is staid and old-fashioned. Our products are world class and, in many cases, first to market. In addition, we are on a journey to offer end-to-end communications services for consumer, business and mobile. Our Telkom Summer campaign, offering special deals and value-adds, aims to showcase the broad range of offerings we now have available. It is based on extensive and ongoing customer research, which indicates that customers are starting to see Telkom in a new light," she says.
This is the first Telkom group-wide campaign that marks the beginning of a more aligned, integrated communication approach going forward and we invite you to rethink value this summer with Telkom.
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