- 70 percent of human traffic to all EcoCash customer touch-points (shops) was attributed to two human self-induced errors: PIN resets and peer-to-peer transaction reversals, owing to customers mistakenly sending money to the wrong person.
By Mutsa Makuvaza
LEADING mobile money platform EcoCash has launched the EcoCash Web Portal, as well as a USSD option, which empower customers to reset their own PIN numbers and to initiate funds reversals.
PIN resets help improve security and automatic reversals for failed transactions come in handy in the case of funds sent by mistake to the wrong person, for example.
In the past, it was not possible for users to carry out these two essential services from their end, necessitating either calls to the EcoCash switchboard or physical visits to the nearest EcoCash outlet.
However, due to the major core system upgrade it carried out a few months ago, EcoCash has advised that users can now initiate PIN change and automatic reversals of transactions.
The Web and USSD initiatives are very safe and easy to use, said Mr Eddie Chibi, the Chief Executive Officer of Cassava Smartech Zimbabwe, the holding company of EcoCash.
Chibi said the group was focused on enhancing customer experience by leveraging digital innovations to deliver convenient, automated customer solutions.
It was high time such a system upgrade was implemented considering that over 70 percent of human traffic to all EcoCash customer touch-points (shops) was attributed to two human self-induced errors: PIN resets and peer-to-peer transaction reversals, owing to customers mistakenly sending money to the wrong person.
Customers can use the USSD solution by simply dialling *150#, or they access the EcoCash Selfcare Web Portal by making a once-off registration on selfcare.ecocash.co.zw/portal/
Meanwhile, EcoCash says it continues working closely with its partners Powertel and Zimbabwe Electricity Transmission and Distribution Company (ZETDC) to educate customers on the purchase of the ‘‘lifeline’’ Zesa tokens, in particular to dispel the misconception that electricity tokens are only cheaper at the beginning of a calendar month.
The lifeline tariff is the price of the first 50 units of power that is charged at a base tariff of ZW$1,67 per unit, compared to ZW$3,65 for the next 51-200 units, ZW$9,92 for the next 201-300 units, and ZW$15,57 for over 301 units in a particular month. – Zimbabwe Voice ■