Testing by MyBroadband revealed that Vodacom, MTN and Telkom’s WhatsApp chatbots offer useful functionality for basic services, similar to what is available through USSD.<\/p>\n
Vodacom, MTN and Telkom have chatbots that can be contacted using WhatsApp for 24\/7 assistance without the need to contact a call centre.<\/p>\n
Users can access the WhatsApp bots by adding the appropriate contact to their device and sending a message to get started.<\/p>\n
All the chatbots have similar functions to the USSD menus available through South Africa’s mobile operators.<\/p>\n
One difference is that some chatbots can be accessed via a different network. An MTN subscriber can, for example, access the Telkom chatbot through their mobile phone.<\/p>\n
Accessing a WhatsApp bot from a different network is helpful if you need to help someone else buy data or airtime or if you are interested in porting to that network.<\/p>\n
The Vodacom bot only supports porting and queries from potential new customers when contacted from another network, like MTN or Telkom.<\/p>\n
MTN and Telkom, in comparison, support a wide range of services when using another network, like buying airtime and data.<\/p>\n
We also found that the WhatsApp chatbots offer more options when you use an on-net connection.<\/p>\n
For example, you can check your MTN airtime and get detailed statements when interacting with the bot on the MTN network.<\/p>\n
The response times from all the bots were immediate, making it a convenient way to get support or buy airtime.<\/p>\n
The table below provides an overview of how the chatbots from the three major mobile networks compared.<\/p>\n
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