Review: Opay is a great app but needs improvement with customer service

Fintech in Nigeria continues to play a vital position in bridging the nation’s monetary inclusion hole. From easy accessibility to loans to versatile financial savings, fintech is revolutionizing banking via its digital monetary companies, which might be nearer to the individuals than conventional industrial banks supply.

The potential in these digital banks has seen world enterprise capitalists pump their funds into fintech in Nigeria. As extra fintechs emerge every single day, the market turns into extremely aggressive as goal clients are actually spoiled for alternative from the number of firms providing revolutionary monetary companies via cellular apps.

Opera’s fintech startup in Africa, OPay, is likely one of the main fintech platforms driving the digital monetary companies revolution in Nigeria right this moment. The corporate launched its cellular cash platform in Lagos in 2018 because of the recognition of its web search engine in Africa.

OPay’s cellular cash service offers customers the power to pay for public companies, make P2P transfers and in addition save. The corporate additionally gives an offline banking service via which customers who do not need smartphones can nonetheless make transactions.

With over 10 million downloads, the Opay app is clearly probably the most downloaded fintech apps in Nigeria right this moment. Judging by the variety of downloads, there is no such thing as a doubt that Opay is serving a big share of fintech clients within the nation.

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By design, the app seems to be nice with its inexperienced background colour and easy consumer interface. Nonetheless, with a obtain measurement of 33 MB, the app is heavy and will not be snug for customers with low RAM.

Person evaluations

In response to the newest rely, greater than 240 Opay app customers have reviewed it on the Google Play Retailer primarily based on their expertise. Whereas the app enjoys tons of optimistic evaluations, a number of points skilled by customers level to the truth that the app might be higher than it’s. That is what customers are saying:

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For Dauda Olamilekan, the Opay app is the perfect due to its flexibility. Nonetheless, the absence of an app push notification for credit score and debit is a priority. “Opay is the perfect among the many relaxation. I am lovin ‘it. Very straightforward to do what you need along with your cash. However the one downside I’ve is that till you log in to the app you may’t inform if the account has been credited or not. I counsel Opay make actual telephone messages out there so it is easy to inform if the account has been debited or credited.” he mentioned.

Shamsudeen Sani additionally gave the Opay app a thumbs up on the Google Play Retailer, however didn’t give it a 5-star ranking. “I might have rated it 5 stars, however I’ve points I might like to repair. To begin with, the hotline is all the time busy. I’ve referred to as him a number of occasions, however simply wasted my airtime with out contacting you. Additionally, you may’t file a grievance straight on the app as a result of it is restricted to a couple prompt ones, which did not cowl plenty of issues.” he wrote.

For Love Ifejiofor, she prefers Opay over any conventional banking app as a result of it does not cost transaction charges. “Wonderful app is all I can say. It is higher than conventional banking apps. Essentially the most intriguing characteristic for me is that there aren’t any transaction charges. Additionally, I ordered the bodily debit card, which was delivered to me after two weeks. As quickly as I activated it, they returned the 600 naira I paid for the cardboard. I’m speechless. Nice job Opay. I solely counsel that you simply enhance your bonuses or reductions on airtime recharge”, she mentioned.

Nonetheless, Franklyn Adagbon did expertise downtime on the app at occasions, which he mentioned was irritating. “The app typically refuses to open; would present “system busy, please strive once more later”. This may be very annoying, particularly if you find yourself attempting to do some transactions with the app. And it is undoubtedly not a nasty connectivity subject as a result of I am utilizing a 4G community and different apps and downloads are working advantageous. Please the builders kindly look into this.”

For Frank Ogbonna, the Opay app is nice relating to transactions. “The one downside is that the app does not crash whenever you go away it or whenever you’re not utilizing it; it is all the time open, in contrast to different banking apps that lock as quickly as you exit the app. Somebody can simply click on the app in your telephone and see issues in your account. No less than whenever you open your app, it’s a must to use your biometric or pin to entry the app. Please do effectively so as to add these options in your subsequent replace.”

Whereas the whole lot else appears to be going effectively for the app, some customers are dissatisfied with the app’s buyer help. In response to Omonvicky Ayeni, “This app was once advantageous, however currently not every week goes by with out experiencing downtime and probably the most annoying a part of all of it is the way in which buyer help acts prefer it’s not a normal subject. Each time you contact them, they make it appear to be the fault is along with your community supplier. I maintain hoping that with the brand new updates the issue will likely be solved, however that isn’t the case. What is the level of updating if you cannot get your app to run easily? I’m shedding confidence within the credibility of the app.”

Victor Osunhon was additionally pissed off by the poor customer support on the platform. “If I might fee lower than 1 star, I undoubtedly would. I downloaded this app two days in the past and my expertise has been an actual nightmare. I transferred funds to my Opay however I have never been in a position to switch them since I opened the account. Customer support (each calls and stay chat) is poor and incompetent and as soon as I’m able to withdraw my cash from the account I’ll ensure to shut the account and take away the app. I might advise anybody who needs to open an account not to take action,Osunhon wrote.

Raymond Etim can also be one other consumer with a horrible customer support expertise on the Opay app. “When you’ve got an issue and call buyer help by name or chat, it’s a complete waste of time and airtime as a result of your downside is not going to be taken care of. If one has an emergency that wants rapid consideration, their customer support is unreliable. I’ve had my share of nice frustration. Do one thing about it earlier than it goes to Twitter! Aside from these factors, I benefit from the app,” he wrote.

Backside line

Whereas the Opay app works effectively with its companies, there may be undoubtedly room to enhance the app. Ok, customers aren’t shy about declaring points, giving app house owners a clue as to what the following updates ought to deal with to carry a greater high quality expertise to customers. Extra importantly, the app wants to enhance with its customer support.


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