DStv’s Innovation and Self-Service Deliver Value & Control for Customers

An array of exciting products and innovations is helping deliver more value and control than ever before, to DStv customers, giving them the flexibility to watch what they want to watch, in the way they want to watch it.

Watch DStv on the go

The DStv app is your mobile window into the world of DStv, allowing you to watch your favourite channels or Catch Up content – on-the-go. DStv customers can download the app from the app store, register with their DStv login details and instantly stream all their favourite DStv channels. It’s perfect for keeping up with live sport action from around the world or just resolving a fight over the remote control, at home. Best of all? It’s free to use – though data costs apply for streaming and downloading content.

Self-Service adds unprecedented convenience

The DStv and GOtv digital teams have been hard at work to find new ways to make the MultiChoice digital interaction points even more intriguing for users. After plenty of research and development, both the MyDStv and MyGOtv apps now offer customers even more benefits, beyond managing notifications settings for payment history, changing their subscription package, updating contact details and fixing decoder errors using their mobile devices.

There were 1 million downloads of the MyDStv and GOtv apps in September 2019 which has accelerated to 4 million by August 2020!

The revised new apps now offer region-specific functionality, including:

• Push Notifications
  • The introduction of the Push Notification functionality on the MyDStv and MyGOtv apps means that customers receive all their notifications in one place, improving customer communication.
• CSAT
  • The CSAT Digital Customer Survey Tool helps DStv get feedback from customers, to help improve its products and services.
• New Payment vendors
  • The addition of new payment vendors and options has made it incredibly convenient for customers to pay their DStv and GOtv accounts from within the app.

The DStv and GOtv USSD platforms remain popular, and offer improved functionality including the option to activate GOtv decoders, link customers to new payment options and rent BoxOffice movies. In Ghana customers can perform various functions including check their balnace, due date, reset account, upgrade and downgrade their DStv accounts via the USSD string *759#. Gotv customer can activate their accounts also on the USSD string*759# or by SMS to Short code: 4688.

Improved WhatsApp functionality saw the rollout of a new AI Chatbot to respond to customers and assist with key self-service functionalities, incorporation of agent-assisted Live Chat in Ghana on the number 0242426050; customers in addition have the option to rent BoxOffice movies and top up BoxOffice accounts by Whatsapp on 0242426050.  

Revisions to the DStv and GOtv websites have seen the addition of the Showmax Add to Bill functionality, improved CSAT Digital Customer Survey Tools, a new payment facilitation process to make payments easier, and even better Live Chat functionality.

MultiChoice has also introduced Enhanced Decoder Notifications (EDN) as an innovative way to offer customers the best service. EDN aims to make it easier to communicated administrative messages with customers, so that they can focus on enjoying all that DStv has to offer.

This new functionality provides viewers with streamlined access to important subscription information, including rewards notifications, outstanding account balances and reminders on impending disconnections. Different icons represent each type of notification, with the messages themselves relayed via the Mail Messages screen.