Fri | Oct 19, 2018

Digicel responds to customer grouses

Published:Friday | March 23, 2018 | 12:00 AM

THE EDITOR, Sir:

This is a response to letters published on March 15 and 16, 2018, titled 'Digicel customer service disaster' and 'Given the runaround by Digicel automated system', respectively, regarding changes made to the way we offer customer care.

First, we would like to express our appreciation to G.W. and Gerald Cameron for their years of loyalty to Digicel Jamaica. The feedback provided has been very informative and we are sorry to hear that this has been their experience. We reached out via email to both to further discuss the matter, and explain to them the options provided by our communications channels.

While we have not yet been able to get in touch with G.W., after speaking with Mr Cameron, we were able to understand his particular problem and escalate to our technical team who has since resolved the issue. We were also better able to explain to him how our interactive voice response (IVR) works so that he can get the most out of our system. We are constantly working on improving our IVR and other self-help options and have taken his feedback into consideration.

Digicel is fully committed to delivering the best in service to our customers at all times, and as we undergo our 2030 Transformation, we have taken a long hard look at the way that we have been doing things. We are entirely focused on delivering a superior experience to customers and putting them in control.

In line with major industries worldwide, including banking, e-commerce, and other telecommunications operators, we have implemented self-service options to offer our customer a seamless experience, allowing them to help themselves and reduce their wait time. Digital customer care channels are provided and include Live Chat, social-media platforms and a dedicated customer-care email. The website and My Digicel app have also been expanded and include an extensive list of FAQs and self-help features.

We will continue to make improvements to our communication style to better satisfy the needs of our customers. As a total communications and entertainment provider it is important to lead by example and be on the cutting edge of technology.

Once again, we want to thank G.W. and Gerald Cameron for bringing their concerns to our attention.

JUSTIN MORIN

CEO, Digicel Jamaica