The Mukuru Customer Experience

Customer-centricity has become quite the buzzword, with many companies taking a customer-focused approach in their business, from research to customer feedback to marketing.?

“We can’t speak for anyone else, but at Mukuru, we can truly say we do just that,” says Lelen Udayan, Head of Customer at Mukuru.??

“Mukuru has a dedicated Customer Journey team, who work cross-functionally with Marketing, Sales, Product and Commercial teams to ensure that our customers are the pivot point of all business decisions. Our customer experience goals are designed to meet our customer needs, not based on what we offer, but on them choosing Mukuru to walk the financial inclusion journey with them.”?

Importance of a digital-first strategy?

Mukuru is a platform business and as such, it places focus on digital channels that are accessible to customers at their point of need, developing diversified products and services that make sense in a predominantly cash-based African market.??

“As a customer experience practitioner, a digital-first strategy has key benefits for both our customers and the business, says Udayan. Firstly, we enable our customers to understand the latest technology, evolve from a cash-based economy and take control of their finances via multiple self-help channels. Digital channels allow the business to gain insights on what products need to be built for our customers, guide us on how we can better interact with them and provide quick access to data to better service our customer base.”?

Customer Data?

When it comes to customer data in a financial services environment, regulations such as GDPR and POPIA are crucial to ensuring the business is compliant and customer data, from personal information to transactions at every touch point, is protected.?

“We protect our customer data with secure firewalls, purpose-designed access control, third party agreements with our service providers and a host of security layers to ensure that we protect our systems from data breaches. We also ensure that necessary controls are in place to prevent our customers from falling victim to scams or unauthorised account access as far as possible."?

Omnichannel Experience?

As a leading, next-generation financial services platform in Southern Africa that offers affordable and reliable financial services to a customer base of over 10 million across Africa, Asia and Europe, Mukuru puts the customer at the centre of everything we do, and for that reason, we serve clients across physical and digital channels, by various means of payment methods as well as a range of engagement platforms including WhatsApp, USSD, contact centre, App, website, social media platforms,?agents and a branch and booth network.?

“Mukuru has a customer base that literally spans across multiple geographic, demographic and technographic borders. Working with multi-cultural, multi-racial, multi-language sending and receiving territories means we need to meet our people where they are, be it over the counter, a telephone solution or our customer app. The omnichannel experience is not a key feature but a necessity for the Mukuru customer,” Udayan concludes.?