African e-commerce platform Jumia says it is aiming to transform its customer experience with the integration of Sprinklr’s unified customer experience management platform
The firm announced the partnership in a statement, explaining that the integraton will help streamline support for a diverse set of customers, sellers, and employees across 11 African countries.
The Sprinklr platform offers Jumia a single, omnichannel solution to manage interactions on social media, live chat, email and WhatsApp, among others. The deal is the latest example of a major e-commerce business expanding its omnichannel presence, a significant trend in the industry today.
The new platform supports multiple languages, with plans to expand further, ensuring greater communication for Jumia’s pan-African audience. As well as this, Jumia said it is planning to further enhance self-service capabilities by integrating Sprinklr’s Conversational AI bots.
“Sprinklr’s solution is a perfect fit for our diverse customer base and vast geographical reach. This partnership allows us to deliver exceptional service while empowering us to grow together. The team customises the solution based on what our customers really need and contributes to our platform in a way that helps both of us grow,” Hanan El Matarawy, Group Vice President of Business Products at Jumia, said.
