Case Study: MTN Cameroon achieves EPIC customer experiences with Freshworks

MTN Cameroon delivers ‘EPIC’ customer experiences with Freshworks

MTN Cameroon, a subsidiary of MTN Group and one of Central Africa’s leading telecom providers, wanted to improve customer service by increasing digital penetration and reducing reliance on walk-ins. The company needed a scalable, omnichannel support approach that could unify messaging and ticketing while keeping service consistent across channels. Freshworks, using Freshchat and Freshdesk, was selected to help support this shift.

With Freshworks, MTN Cameroon connected WhatsApp, Messenger, live chat, email, and other channels into a single support model, using features like IntelliAssign, automations, canned responses, analytics, and Marketplace apps to route and resolve requests more efficiently. The results were significant: digital support doubled from 20% to 40% of customer interactions, agents gained faster 24/7 response capabilities, and high-value customers received more personalized service through API-based identification and routing.

MTN Cameroon

Imani Masuke

Head of Digital Innovation