Zimbabwean customer complaints platform launched

As part of a series of efforts to address issues of customer service complaint in Zimbabwe, hellomukoma.com, an online customer service complaint platform designed to receive reports on good and bad customer service has been launched. The purpose for which the online complaint platform aims to serve has been a long time coming giving the myriads of customer complaints from nearly every sector of the Zimbabwean consumers.

Launched Monday 12 January 2015, www.hellomukoma.com is designed to allow users to rate companies and government agencies in order to drive increased quality of service. Hellomukoma.com promises to help customers better complain about poor products and services.

The current platform is just the first phase as an easy to use mobile version which will make life easier for users in Zimbabwe where bandwidth is as precious as gold will be launched soon.

According to Tinotendaishe Nyanga the developer of the site, "This platform was created out of personal experiences of bad customer service which goes unaddressed or resolved in Zimbabwe and I am sure this is an exciting development that will become the first point of call for all Zimbabwean consumers regarding any bad and good service experience."

"One of the most therapeutic things you can do if you've been badly let down by a product or service is log on to hellomukoma.com and let it all out in a complaint."

"The website will make manufacturers, retailers, service providers, government departments and state-owned companies more accessible to the public," said Nyanga.

Screenshot of HelloMukoma timeline

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"Companies have customer call centres and you can e-mail a customer care officer, but the beauty of hellomukoma.com is that you can complain publicly, and everyone out there can see how the company is responding," added Nyanga.

"The aim of this site is simple: to increase service levels of our suppliers. Any constructive criticism about any supplier is welcome. Compliments are gratefully accepted. But any reports that contain hurtful statements will be deleted immediately. The platform is not designed as a platform for vicious slander," added Nyanga.

Companies also have benefits to enjoy from this platform and Nyanga strongly advices that Zimbabwean corporates should see this as a golden opportunity to hear and reach out to its customers.

Nyanga thinks service providers will embrace the new website as all of them claim to put customers ahead of profits.

"Most progressive companies enjoy getting feedback from customers, positive or negative. It's important for them to assure the customer that something will be done about their complaint," she says.

The website requires no special permissions and users are required to create a username and password to access the platform.

"Users have to complete all the know your customer (KYC) questions to verify their identity, we think KYC protect both clients, the complainants and us as an organisation."

Online complaints and compliments platforms have empowered consumers to take action over poor service and Nyanga indicated that the website was the next evolutionary step in Zimbabwean's services industry.

"We've seen astonishing growth in consumer power over the past few years, thanks to social media and online channels, and this website will take it one step further. Our website will share data directly with businesses, resulting in better customer service for everyone."

Social media platforms have also been used by consumers to vent their frustration with companies and the channel has been adopted by corporates eager to prove that they are responsible citizens.

Hellomukoma.com is loaded with a total of 12 300 companies registered in Zimbabwe and users are able to suggest new companies and view ratings and comments.

The owners of the website said party political issues will not be allowed as hellomukoma.com is not a political tool.