Mobile Money Fintech Limited (MMFL) has pledged to use customer feedback to improve its services and help users derive greater benefits from digital financial solutions.
The company gave the assurance at the maiden MoMo Cashless Conversations forum in Accra, an engagement platform designed to hear customers’ experiences, concerns and expectations regarding the use of the mobile money platform.
In a pre-recorded video message played at the event, the Chief Executive Officer of MMFL, Shaibu Haruna, said the company was committed to developing solutions that addressed customers’ needs and helped them improve their financial well-being.
Our promise is to help you do more with MoMo. That means going beyond payments to financial services,” he said.
Haruna said the company wanted customers to use digital finance to save and borrow responsibly, invest, plan for the future and grow their businesses with greater confidence.
He said the future of digital finance must be inclusive, secure and built on trust, adding that MMFL would continue to work with customers, regulators and partners to create opportunities across Ghana.
He also urged customers to observe security precautions when using the platform.
Never share your PIN or one-time password and never approve a transaction you did not initiate,” he cautioned.
Customer engagement
The Chief Customer Relations Officer of MTN Ghana, Jemima Kotei Walsh, said the forum was an opportunity for the company and its partners to engage customers directly and understand their concerns.
She said the engagement formed part of MTN Ghana’s 30th anniversary celebrations and the customer service month activities. Walsh added that the company wanted to understand what worked well for customers, the difficulties they encountered and the areas where they needed additional guidance.
She explained that customer experience depended on the collective efforts of agents, merchants, banks, fintech companies, lenders, technology providers and service teams.
Customer service months should be demonstrated, not only through messages, but through the practical improvements that customers can see and feel,” she said.
She encouraged participants to ask questions, explore the products on display and share their challenges, assuring them that their feedback would help improve communication, support and service delivery.
Tackling fraud
In an interview at the event, Papa Osei, Chief Legal, Regulatory Affairs and Reputation Management Officer at MMFL, said fraud awareness was among the key issues discussed with customers.
He said social engineering accounted for about 90 per cent of fraud-related activities and urged customers to report incidents promptly.
“First of all, customers need to protect themselves,” he said, adding that the company also had a responsibility to intensify public education.
He said MMFL would extend its awareness campaigns to markets, schools and churches to educate people on how to protect themselves, identify warning signs and avoid actions that could expose them to fraud.
Osei said the forum would continue, with customer feedback helping the company identify areas for improvement and show participants what had been done in response to their concerns.
He said a QR code was provided at the event to enable customers to share feedback and suggest improvements to the platform.
We want to be as close to the customer as possible,” he said, stressing that the initiative was about understanding customer needs and working collaboratively to address them.
Expanding financial services
Osei emphasized that the forum also provided an opportunity to educate customers on the advanced services available through the MoMo platform, including loans and investment. He encouraged customers to download the MoMo application and use the available services to their benefit.
He said MMFL worked with 23 banking partners, alongside other payment service providers, to deliver services to customers.
The Senior Manager for BankTech at MMFL, Yaw Saifa, said the forum was organised to celebrate customers and understand their challenges, concerns and ideas for improving service delivery.
He said the company wanted to reinforce confidence in MoMo as a platform for transactions, storing value and accessing financial services.
Saifa encouraged customers to reach out to the company whenever they had concerns, saying their feedback was important to helping MMFL serve them better.
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