Technology

For simple customer care services, USSD is better placed than an interactive voice response (IVR) telephone system. It is more convenient and fast than IVR in deal with simple requests. It is very cost effective for simple customer care services for example balance enquiries and prepaid account top up cards.

Operators can also gain operational efficiency in their contact centers with subscribers able to resolve day-to-day requests themselves. It also improves levels of customer service as IVR systems are sometimes an impersonal method of interacting with customers and indeed can result in poor customer service with subscribers being kept on hold for a lengthy period of time.

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