1. Automated real-time reminders during service shutdowns to allay customer fears.
Potential Recommendations:
New methods to inform customers about due payments.
- This is a critical issue highlighted by consumers when they are unable to log into their digital wallets due to operational challenges. Due to non-information from the company, the consumers got perturbed and felt scammed.
- Systems can be developed to inform customers immediately during operational challenges leading to system breakdowns. This should be done regularly through email and SMS notifications.
- This additional information would calm the customers and not create negative sentiment against the company.
