Published Dec 01
Welcome to our world of Digital Self-Services!
BENEFITS FOR MALAWI
For Malawi, the launch of the enhanced DStv USSD platform means significant improvements from the previous solution adding new functionality vastly improving user experience.
- Our USSD service is one of the self-help platforms that include the MyDStv mobile app, the DStvAfrica.com website and WhatsApp self-service ― which allow customers to easily manage their accounts on their phones.
- We are now the revamped USSD platform to Malawi Customers from 1st December 2020.
FREQUENTLY ASKED QUESTIONS
What is USSD?
Unstructured Supplementary Service Data (USSD) is a cost-effective mobile self-service platform that enables MultiChoice customers to manage their DStv accounts with ease and at their convenience. USSD is not new to MultiChoice ― instead, we have revamped the existing platform in different markets:
- To be more user friendly
- Added new functionalities
These were done after taking into consideration feedback from our customers.
How do customers in Malwai access the USSD service?
DStv and GOtv Customers should dial *570#. Thereafter they will select, from the menu, which platform they are on (DStv or GOtv).
Why is MultiChoice revamping the current USSD solution?
To improve customer experience. The revamped USSD platform will make it easier for our customers to manage their DStv and GOtv accounts on a cost-effective and easy-to-use solution they know and trust — their mobile phones.
What are the new functionalities being introduced?
Customers can now:
- Make A Payment
- Top up BoxOffice
- Create profiles
This is in addition to all the other functionalities that they had before. Also, the USSD platform now mimics what we have on our WhatsApp self-service platform. We have introduced payments and drastically cut down the number of steps it takes to complete an action. Again, all of this has been done after listening to the feedback that our customers gave us.
Can customers make payments on USSD?
Yes, they can! DStv and GOtv Customers should dial (COUNTRY CODE) and follow the prompts until they reach the menu, select option “Make Payment” and proceed with journey until a successful payment has been made.
How does the revamped USSD service work?
A customer with an active or disconnected DStv or GOtv account should dial the country-specific short code. They will then get further prompts depending on whether they are connected or disconnected.
Connected customers will get the below:
- Enter a smartcard or IUC number
- Add a profile
- Select the main menu
The customer will then get the following self-service options, with the associated numeric values:
- View balance
- Make Payments [New]
- Fix errors
- BoxOffice Top ups [New]
- Create a profile
- Pay for Someone Else
Can disconnected customers use USSD?
Disconnected customers can use USSD to only access functionalities applicable to them. In other words, if a customer is disconnected the menu is such that the options available are those that they qualify for:
- Pay your account
- Change package
- Contact us
Do customers have to register to use the USSD service?
Yes, as part of the account holder verification stage of using the USSD service, a user will be required to enter their smartcard/IUC number.
Will customers be charged a fee for using USSD?
Yes, a fee will be charged to access and use the USSD platform. The customer must have airtime on their mobile device before attempting to use USSD.
Can customers transact on the USSD platform using different phone numbers?
Yes, customers will be able to transact on their DStv accounts using different phone numbers. If the number has no profile linked to it, the ability to personalize the account details will be provided. The process will still prompt the customer to enter a smartcard number, and after entering that number the customer will continue to the menu. The user will then have to name the smartcard/create a profile.
Will customers be able to clear an error on an inactive smartcard?
No, only active smartcards will have the Clear/Fix Decoder Error option.
Why am I not getting a response from USSD?
The USSD solution is configured to time sessions and after two minutes of inactivity the session may time-out and require the customer restart the process all over again.