Kivuva Great points. The USSD option is still very useful. However, even Safaricom have understood that their customers are evolving to more sophisticated usage - hence the launch of the app. The app however is far from perfect but definitely a great improvement. For example all Paybill Nos are now searchable and you can pay direct from the app. I'm sure the UX Team at Safaricom is now working towards making the UX World Class because customers are very unforgiving. To make this conversation even more interesting is that Banks are now catching. The mobile apps are improving on a regular basis. My vote currently goes to the KCB Mobile App. The one they just upgraded. Their bill payments function is super useful and fetches the bill for you (bill presentment) and all you do is click.. The elephants of the banking sector are learning how to dance!! Thanks to Safaricom continuously upping the game.. Regards *Ali Hussein* *Principal* *Hussein & Associates* Tel: +254 713 601113 Twitter: @AliHKassim Skype: abu-jomo LinkedIn: http://ke.linkedin.com/in/alihkassim <http://ke.linkedin.com/in/alihkassim> 13th Floor , Delta Towers, Oracle Wing, Chiromo Road, Westlands, Nairobi, Kenya. Any information of a personal nature expressed in this email are purely mine and do not necessarily reflect the official positions of the organizations that I work with. On Fri, May 12, 2017 at 11:04 AM, Mwendwa Kivuva via kictanet < kictanet@lists.kictanet.or.ke> wrote:

The success of Mpesa is its simplicity. The app is great, but it can only be used by a certain demographic. The USSD like SIM toolkit was the killer application. It still remains.

Not holding brief for Safaricom, the 20 second verification period they give you after sending funds through C2C transactions is a very useful feature. It gives the name of the recipient, assuming you know who you are sending cash to. Of course this does not cover all scenarios especially C2B transactions.

Regards Mercy,

Its even worse when you transfer money from you bank account, through mobile money, to a wrong number. Safaricom will advice you to contact your bank who are supposed to make a reversal request on your behalf. The bank will tell you to write a letter giving details of what happened and that is when you realize that you are in for a long haul. There is definitely a need to come up better way of handling the problem.

That notwithstanding, I wish to comment Safaricom for their improved customer service. Its now much easier and faster to connect to their customer care center for assistance, compared to the way it used to be a while ago.

Best Regards

On Fri, May 12, 2017 at 8:06 AM, Dorcas Muthoni via kictanet < kictanet@lists.kictanet.or.ke> wrote:

...

Great Timothy, I am going to add that the app shows you to whom you are about to send the money before entering your PIN. Quite useful.

Kanini, I however acknowledge that your concerns valid as no everyone is using a smartphone.

On May 12, 2017 7:28 AM, "Timothy- Coach- Oriedo via kictanet" < kictanet@lists.kictanet.or.ke> wrote:

...

Hi Mercy

Have you tried the new safaricom App ? Get it from playstore and share your experience.

It's has laid a foundation for live chatbot.

Timothy Oriedo

about.me/Timoriedo

On 12 May 2017 07:23, "kanini mutemi via kictanet" < kictanet@lists.kictanet.or.ke> wrote:

Hello everyone.

I've seen quite a number of complaints on people sending money to the wrong number. Surprisingly a lot of these instances involve 50k and above. It seems MPESA has left it up to the recepients to be kind enough to refund money sent erroneously. I see why that would make sense to a business (2 transactions is better than one). Of course a lot of Kenyans will not refund (tough economic times🤔)

I recently made a notable purchase from WordPress and realized only two minutes later that I had bought the wrong product. Good thing they have live chat for their customer support. No questions asked- they reversed the transaction.

Now I realize the two are different; one is a seller the other one is a conveyor belt. It got me thinking however- MPESA has to keep up with the times. The explanation has always been that MPESA asks you to confirm before you press send. The number of 'I sent Kshs. X to the wrong number' posts on Buyer Beware should be enough to tell any caring provider that the system is broken.

Digital products must be malleable and most importantly responsive to customer needs. Which is why competition is healthy- it pushes companies to care about the needs of its customers.

Have a great day ahead. -- *Mercy Mutemi, Advocate*.

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