GOtv Ghana: 10 years of Excellent Customer Experience
A decade ago, GOtv appeared on the scene of digital pay TV in Ghana and has since transformed it with technologically advanced, easily accessible, affordable, and customer-friendly packages for Ghanaians. Currently available in over 25 cities across 9 regions, GOtv boasts of the widest privately owned digital terrestrial television (DTT) network in Ghana despite only being here 10 years.
Foremost on GOtv’s agenda since inception is offering excellent customer experience, which is evident in its numerous tech innovations, self-service options, content quality, decoder functionality and quality, among others.
To ensure the best customer experience while pushing Ghana’s transition from analogue to digital transmission, GOtv began operations in January 2013 with the DVB-T2 decoder a second-generation technology regarded as one of the most advanced broadcast infrastructures globally and approved by the International Telecommunications Union (ITU) as the standard for digital television broadcasting. GOtv was the first DTT provider in Ghana to use this infrastructure.
Asides from delivering a higher number of channels, 20 per frequency when compared to DVB-T1 technology which allows 12 channels per frequency, DVB-T2 technology gives access to free-to-air channels on the expiration of one’s subscription and delivers a far superior digital, audio-visual quality, all for the viewing pleasure of its customers at extremely affordable rates.
GOtv also has an Enhanced Decoder Notification (EDN) function which keeps subscribers abreast of information such as number of viewing days left before the next payment, latest special offers and discounts, campaigns, information on new content and upcoming celebrations to improve their viewing experience.
Tech innovations such as the MyGOtv app allows customers to use several self-service options to quickly resolve issues such as clearing error codes, checking account balance, subscription renewal, package change, etc., without having to physically visit a GOtv office.
Other self-service platforms by GOtv to resolve issues instantly for improved customer experience include the *759# USSD code which also has a self-registration option; payment options such as mobile money services and bank apps; GOtv’s social media platforms (Facebook, Instagram, Twitter) and the GOtv website.
Furthermore, in line with its customer-centric tradition, at the height of the COVID-19 pandemic, the company presented over $100,000 dollars’ worth of PPEs to Ga East Hospital in Accra, the Okomfo Anokye Teaching Hospital in Kumasi and the Cape Coast Teaching Hospital in Cape Coast in September and October 2020.
During this period GOtv Ghana introduced the ‘We’ve Got You’ offer to cushion customer from the harsh economic effects of the pandemic on its subscribers.
During the lockdown period active and disconnected GOtv subscribers enjoyed discounts and also got upgraded to the next viewing package when they resubscribed for their current package so customers and their families during the lockdown could stay edutained.
In its usual way of keeping the family bond together with top quality entertaining content, on the 1st of November 2021, GOtv brought more lifestyle and entertainment channels/content to its subscribers with the introduction of a new package known as GOtv SUPA. Some of the channels included in the GOtv SUPA package are: Akwaaba Magic, Honey, Africa Magic Urban, WWE, TL Novelas, Novela Magic, ROK, KIX, Me, Studio Universal, Nick Jr and NickToons amongst others.
Speaking of quality content over the years, GOtv has provided millions of households with entertaining, informative, and educative content across different sectors of the economy including sports, music, movies, business, fashion, etc.