MobileMoney Fintech Limited (MTN MoMo) has pledged to strengthen customer engagement and use feedback to improve its digital financial services and address concerns affecting users.
Mr Paapa Osei, Chief Legal, Regulatory Affairs and Reputation Management Officer at MobileMoney Fintech Limited, said the company was committed to listening to customers and translating their concerns into practical improvements.
He said this at a customer engagement forum dubbed: “MMFL Cashless Conversations”, organised to provide a platform for customers to discuss their experiences, challenges and expectations regarding the use of the mobile money platform.
Mr Osei said the forum focused on issues including fraud prevention, customer awareness and the use of the platform’s financial products and services.
He said the company would continue the initiative to strengthen communication with customers and ensure that their feedback informed service delivery.
“We want to be as close to the customer as possible. We are not just about turning out services and then making money. It is about understanding the needs of the customer,” he said.
Mr Osei said the company was also educating customers on its range of services, including savings and loan products, and encouraged them to download and use the MoMo application to access available services.
He said MobileMoney Fintech Limited worked with 23 banking partners and other payment service providers to improve service delivery and enhance the benefits of digital financial services.
Mr Osei said the forum was the first of its kind organised by the company and was held during Customer Service Week.
He said customers were given the opportunity to provide feedback on areas requiring improvement, adding that the company intended to use the information to guide subsequent engagements and demonstrate progress on issues raised.
He said MobileMoney Fintech Limited would continue collaborating with MTN Ghana to improve customer experiences and deliver services that met their needs.
