Current Challenges & Recommendations

• Airtime to Cash Complaint: When customers send screenshots, they are unable to upload (they don’t know how to use it), sometimes they say it disappears, sometimes they try to upload a very large file beyond quota allowed, they come to live chat to complain. We however need a screenshot to confirm transaction

Recommendation

<aside> 💡 UI team has been notified and the V2 of the mobile application will make the upload button more defined, It will be named ‘upload screenshot’ as opposed to ‘upload files’ which it is at this time. It will also be moved upwards to make it more noticeable and the explanation as regards how to transfer airtime will be hidden under a tag line ‘How do I transfer Airtime?’ which will be collapsible and will also have a down arrow in front to make customers realize it is clickable at first glance.

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1. BTC takes time to drop in other wallets, there are different sending fees, some are high, some are low, high sending fees are almost instant but most customers prefer to send using the low sending fees options and become impatient. Block chain shows the status of each transaction when we check

Recommendation

<aside> 💡 Fastest sending fee (High) should have a (recommended) in front to encourage customers to use this, or (most popular). It should also come first OR be selected first and can be changed, we can tire the fees in descending order. This makes the customers more likely to use this. The maximum time funds should be received will be based on past customer experience should also be the time being highlighted.

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<aside> 💡 After making orders, the app should also have a way of presenting information about a transaction status in the blockchain in simple terms a layman can understand

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• Underpayment: Users usually trade >$100 cards as physical card which is a mistake and should be a large card, the rates for physical cards are automatically sent to users and this is gets them confused when they do not end up receiving the expected rate

Recommendation

<aside> 💡 Rates should be automatically generated based on amount of card user enters. The system should auto-detect the classification of the kind of card based on the value entered by user. Users should see the rate being used and accurate estimated value they will receive

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• Chat does not show user emails sometimes when users start a chat and they are online