Business and Economy

Jumia is now using AI to enhance customer experience

Jumia, Africa’s premier e-commerce platform, has announced a successful collaboration with Sprinklr to enhance customer experience (CX) for its diverse user base. By utilizing Sprinklr’s unified customer experience management (Unified-CXM) platform, Jumia has been able to streamline support for millions of customers, sellers, and employees across 11 African countries.

According to Hanan El Matarawy, Group Vice President of Business Products at Jumia, Sprinklr’s solution perfectly aligns with their diverse customer base and extensive geographical coverage. This partnership enables Jumia to provide exceptional service while facilitating mutual growth.

The Sprinklr platform equips Jumia with a unified, omnichannel solution for managing interactions on various platforms such as social media, live chat, email, WhatsApp, and more. This allows Jumia to offer seamless support regardless of the customer’s preferred communication channel. Moreover, Sprinklr’s support for multiple languages, with plans for further expansion, ensures effortless communication for Jumia’s pan-African audience. Since implementing Sprinklr, Jumia has seen significant improvements in key CX metrics, with first-response rates reaching 94.46%, enhanced case resolution rates, and customer satisfaction scores exceeding 76%. Jumia aims to enhance self-service capabilities by integrating Sprinklr‘s Conversational AI bots in the future.

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