Safaricom has opened a new tech experiential outlet at the BBS Mall in Eastleigh, Nairobi, with the aim of upgrading customer engagement through the integration of physical and digital interactions. This advanced physical store will be able to serve more than 500 customers per day, offering a wide range of services that help both individual and enterprise customers.

A Multizonal Customer Experience

The design of the outlet incorporates different service zones, each offering a particular need that the customer may want. These include:

  • M-PESA Zone: This will offer mobile money services.
  • Enterprise Zone: This shall be the desk where business clients will have an interface with the various Safaricom enterprise solutions.
  • Tech and Gaming Zone: This will showcase the latest in technology and gaming products.
  • Customer Care Section: This is for general customer service support.
  • Business Meeting Zone: This shall serve where enterprise clients can have one-on-one consultations with the Safaricom Business Experts.

This resonates with Safaricom's blueprint for offering integrated customer solutions. Peter Ndegwa who is the chief executive of Safaricom, reinforced this by saying, "Our aim is to serve all our customers' needs in one integrated space, ensuring super agents and individual walk-in clients have access to essential services."

A Tech-First Approach

According to Safaricom, the store is positioned to affirm its goal of being the leading technology company in Africa, unveiling new technology-first, customer-centric services. It brings an immersive high-tech experience with features such as soundproof meeting booths for private virtual meetings, a Tech Bar for aftersales support, and Terminal Walls where customers can view devices and accessories. Brand ambassadors will be on hand, guiding customers through Kenyan-assembled 4G phones and accessories.

This is not only a customer-centric store, but also quite business-friendly: "This shop is designed to reflect our journey towards frictionless customer service. The experiential zones will cater for the diverse needs of Eastleigh's business community and beyond," said Cynthia Karuri-Kropac, Chief Enterprise Business Officer at Safaricom.

Expansion of Safaricom's Retail Network

This move is part of an extensive retail expansion drive by Safaricom, which looks to increase customer touch points across the country. Currently, Safaricom operates:

  • 47 shops countrywide,
  • 373 franchise stores,
  • 2,900 authorized dealer outlets, and
  • 273,000 M-PESA agent outlets.

These are bases of prime importance in the resolution of various customer issues through its raft of varied services.

It is with this new tech-fit store that the company desires to create a hub where customers would get a rich experience of the varied services offered by Safaricom Business, thereby further cementing the lead in technology and customer service innovation.