Frequently Asked Questions (FAQs)
Q: What is Mteja360?
Mteja360 is a Customer Experience Operations OS. It turns customer
requests, complaints, applications, service tasks and critical
incidents into accountable work with ownership, status, escalation,
resolution and management visibility.
Q: What is MtejaLink?
MtejaLink is the customer-facing Digital Front Door. Customers can ask, request, apply, pay, track, rate, shape the experience or complain through a branded business experience. Mteja360 manages the work behind it.
Q: Is MtejaLink a cheaper version of Mteja360?
No. MtejaLink is the customer-facing layer of the Mteja360 ecosystem. Every core Mteja360 subscription includes the relevant MtejaLink experience. A free verified listing may exist for discovery only.
Q: Do customers need to install an app?
No. First-value journeys work in the browser. The app is optional for convenience, saved businesses, scanning and continued activity.
Q: Do customers have to scan a QR code?
No. A customer can open MtejaLink from a direct link, your website, search or the app. QR/NFC is useful when precise physical or product context matters.
Q: Can we keep using WhatsApp?
Yes. MtejaFlow can provide the WhatsApp conversational layer. When a conversation becomes work, Mteja360 should own the operational record. MtejaFlow is priced separately.
Q: Does Mteja360 replace our ERP, PMS, SIS, CRM or Core Banking system?
Not necessarily. Mteja360 is designed to orchestrate customer service work and can integrate with existing systems of record where required.
Q: What is Mteja360 Command?
Command is the Duty, SOS & Incident Response module. It manages on-duty coverage, acknowledgement, escalation, incident ownership, linked work, updates, restoration, root cause, follow-up and closure.
Q: What is Shape the Experience?
It is the modern replacement for a traditional suggestion box: Idea, Appreciation, Concern and Private Note through a branded digital experience. Shape Starter begins at KES 3,500 per location per month plus VAT.
Q: How does manufacturing pricing work?
Manufacturers can start with portfolio bundles based on SKU scope. Starter covers up to 5 SKUs, Growth up to 25, Portfolio up to 100 and Enterprise handles larger or multi-brand deployments. Standard scans are not metered.
Q: What is an AI Credit?
One AI Credit is one standard AI response or assist action, such as an Mteja Assistant answer, a standard classification/routing suggestion or a standard summary/draft. Larger or premium-model actions may consume more credits.
Q: Is SMS included?
Yes. Each plan has an included monthly SMS allowance. Additional SMS is charged at the published usage rate.
Q: Are prices VAT inclusive?
No. Published prices are in Kenya Shillings and exclude VAT.
Q: How long does implementation take?
Simple plans can self-start. Broader implementations are scoped by plan and workflow. The recommended approach is to launch the smallest useful scope first instead of waiting for every integration.
Q: Can we pilot before an enterprise rollout?
Yes. The 30-Day Service Accountability Pilot is designed for Professional, Multi-Branch and Enterprise prospects that want measured proof before wider rollout.
Q: Do you charge per QR code or scan?
No for ordinary digital touchpoints and standard scans. Physical QR/NFC materials, printing and deployment are separate where required.