Four months ago, Safaricom closed the Moi Avenue retail shop for renovations. Not just renovation, but to transform it into a digitized flagship shop as part of the company’s future agenda to embrace digital more and transform into a technology led company. The shop which is 14 years old and serves over 1,000 customers a day is now a tech experience store and is expected to have an even bigger number of customers. It has a wider variety of services and promises a much better customer experience.
So, what are some of the new features of the shop?
Right at the door, customers will pick a token depending on what service they require in the shop. Services such as SIM card services, Safaricom home fiber, M-Pesa, Bonga services, Post Pay and bill payments, Safaricom Business and after sales services among other services. After picking the token, customers will be called to the relevant counters when their turn comes. There are 13 service centers and 4 sales counters, so service is faster.
Customers can browse through phone features on their own on large device display screens fitted in the shop. The shop has lots of phones and accessories for sale and so I’ve a feeling this is going to be a very popular feature.
There is a Tech Zone within the shop for customers who want their phones repaired. This applies to Tecno, Infinix, Itel and Neon phone brands. These brands will be repaired in-house with a promise of this being done within an hour. This is down from the previous 7 days. Other brands have different policies and do not fall under this promise as at now.
For customers wishing to record their jitambulishe voice biometrics, there are two sound-proof booths at the shop for this. A quiet environment in which to record.
The shop has a training area to provide information on different Safaricom products including Home Fiber, Enterprise Business and Digifarm. Digifarm is a Safaricom platform that provides farmers with convenient access to a variety of services, including discounted inputs, financing, and advise on best farming practices. This the farmers are able to do even from a 2G phone. Read more about it here.
There’s a bulk M-Pesa agent for customers requiring to transact large amounts in float. This is the first in all of Safaricom’s stores.
This is right at as one exits the shop and I’ve a feeling it will be quite popular so yes, timing per person is capped. I liked the Nokia experience most as it is gesture controlled and therefore hands free, though the other two which are touch pad are also good.
These are just a few features I’ve highlighted from the flagship shop. Otherwise Safaricom has 51 retail outlets across the country with 138 care desks spread across various towns. The Moi avenue shop is a demonstration of the planned future.