E-commerce in Africa has seen a 500% growth during the lockdown and that’s being maintained even after present relaxation. The uncertainties have created opportunities with the rapid evolution in Africa’s customer experience (CX). It has already moved over the landline era, and people are connecting with brands over all channels. In the hyper-competitive period, people are digitally powered, so you need to understand if your brand is still taking baby steps and are ready to seize customer experience.
The present situation is making people in Africa face issues related to –
The above solutions help agents reduce call handling time and offer quality resolution in no time, thereby strengthening the bond with your customers and building trust.
What’s with the agents? – Nothing of these technologies or skills can do wonders if your agents are not happy. Undoubtedly, the present situation has changed things for them too. From training on tools to hearing their tales, be there for your agents so that they are present for your customers.
To wrap up, in the African market, you need to understand your customer segment and their journey with the brand. You can’t mimic what’s trending in the other half of the world. It is more about interaction instead of projecting augmented reality. Else, you may lose customers even before getting their attention.