StarTimes revamps Website to Improve Customer Experience

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In 2012, StarTimes Media launched its  digital TV services in the Kenyan market. StarTimes current offerings in the digital TV space  include DVB T2 decoders  for the Digital Terrestrial platform (DTT), Satellite product offering referred to as StarSat, where a user needs a satellite dish to access a variety of channels and content generation.

StarTimes has been keen to increase its market share and position in the market, where it is currently ranked second with 24% of the market. The digital TV provider has been increasing its Sports content offering with the recent additions being securing rights to broadcast the African Basketball League Action that is set to start on March 4th 2016. It also broadcasts the German Bundesliga as well as the Italian Serie A, for whose rights it also licensed to K24.  StarTimes also recently unveiled a 40′ TV for the market set to sell exclusively on Jumia for Kshs. 46,500.

One of the problems grappling the pay TV space has been poor customer relations. The Pay TV providers largely use social media platforms to reply to customer queries but that alone has not served customers enough. StarTimes has now revamped its website with the intent of improving customer experience. The new website includes a chat feature that allows users to engage with the customer care 24/7.

The website will also feature a detailed description of the StarTimes bouquets complete with channel details, which were previously missing.  It also features a highlights section, to better inform subscribers of interesting content to expect over the month as well as options to find a dealer easily.

A monthly newsletter has also been added for subscribers who prefer updates via email.  Users can also activate their device on the website, saving subscribers the hustle of getting in touch with customer care agents. The website is also optimized for the mobile experience.

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