Spark is making a move towards better service for New Zealand’s very diverse population.
Spark will join a number of New Zealand organisations with a verified account on popular Chinese social media platform WeChat. By using the WeChat platform, those that speak Chinese languages will have access to vital information such as store locations, product and service information and business support.
This new customer service channel will be managed by Spark’s One World team. One World is an Auckland-based Mandarin, Cantonese and Korean speaking customer service centre that has been active for 11 years.
“This is the first time New Zealand telecommunications services can be accessed in Chinese and English through WeChat, a channel which has seen phenomenal growth over recent years,” says Jason Paris, Spark CEO of mobile.
“For billions of people worldwide it’s the hub through which they meet people, find services, buy things, book appointments and carry out almost every kind of online activity, all through one app. We wanted to ensure that the way we do business is moving with this new paradigm, and that we’re showing up in useful ways where our customers are.”
Knight Hou, Spark’s manager of emerging markets, is leading the project alongside initiatives which he says are becoming necessary for New Zealand business.
“If we’re really going to improve the experience all New Zealanders have with Spark, it’s important for us to better understand our diverse customer base. To do this, we’re changing the way we gather customer feedback,” says Hou.
“Until now we’ve collected and analysed feedback in English. As this plays a critical role in helping us shape the customer experience Spark provides today and tomorrow, feedback will very soon be actively sought in some of the other key languages spoken by New Zealanders.”
Hou spoke on the importance of the other initiatives in place to assist the new customer service platform.
“We’re also working to make our multilingual store and business hub staff more accessible to customers. Recently, we’ve introduced language flags to our store fronts so that customers can clearly see the language options they have with us,” says Hou.
“These initiatives are a small but important piece in what is a rapidly developing area for Spark, and New Zealand businesses in general.”