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| www.biztechafrica.com |
It is ‘almost’ (used advisedly) difficult to find an
individual without a mobile phone in Ghana today – hyperbole intended. Its proliferation
is tremendous. Some folks even have all the SIM cards from the six
telecommunication companies in the country. Reason? Customer satisfaction not
being met.
Aside the mobile phone influx, the Internet has become a ‘second
home’ – and livelihood for some organisations and individuals. These are people
who are always on the move, transacting one business or the other, and as such
need uninterrupted – but quality – connection to the Internet, via their mobile
phones and devices. This is where the telcos come in (with emphasis on Tigo).
Tigo as a telco can do more than it already is doing to get
Ghanaians get more value from the Internet, than they already are. To a
customer, value has to do with the benefits s/he is receives for what s/he
gives up (which is generally money).
Tigo can revise their data plans in a way that allows a user’s
bundle to roll over into the next bundle, once the subscription date for the
previous bundle expires. Tigo also needs
to educate the public more on their
Internet Portal by intensifying their advertisements. The Gift Package that is featured on this portal allows subscribers to buy data packages for friends and loved ones.
Ghanaians can derive more value from the Internet if Tigo could have an online discussion forum to augment their call center.
This could also be in the form of web-based direct call back services that could catalogue subscribers’ complaints.
Tigo can also embrace crowdsourcing to generate information
and opinions, just as they do with their user focus sessions, which sometimes
are limited because of the number of participants. Crowdsourcing would allow a
lot more folks to brainstorm on-line, using social media.
Tigo also needs to upgrade their network
infrastructure to increase connectivity and accessibility. Their 3.5G modem
can
should be increased to 4G for high speed data transmission and reliability.
More bandwidth would afford businesses that leverage on voice, video and data
technologies the opportunity to serve their clients better.
Inasmuch as it is difficult for telcos to beat
down their Internet cost, it would be great if Tigo did something about their
Internet costs (while upholding quality).
As a number of people are embracing mobile marketing, Tigo
can also help mobile advertisers understand and target customers more
effectively. Tigo can help such people by offering ‘location-based’ promotions
via instant messaging. Subscribers in a particular locality could get a message
inviting them to partake in a promo being run by such advertisers, and win
prizes.
Even though it seems a number of the older
generation do not know how to use the Internet, or appreciate it, they can be
taught to accept and use it. Tigo can partner with the government to design
special mobile phones and websites for pensioners. This would greatly reduce
the stress pensioners go through to access their money.
Tigo can also partner with the Ministry of
Education and sponsor the teaching of ICT in basic schools and adult education
classes.
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