Jumia, a leading e-commerce platform, has integrated Sprinklr’s AI-powered Unified Customer Experience Management (Unified-CXM) platform to enhance customer experience across 11 African countries. This strategic partnership aims to streamline support and deliver exceptional service to Jumia’s diverse user base.
In a statement announcing the successful collaboration, Jumia emphasized the transformative impact of Sprinklr’s technology on its customer experience (CX) strategy. Hanan El Matarawy, Group Vice President of Business Products at Jumia, highlighted the benefits of the partnership: “Jumia implemented Sprinklr’s Unified-CXM platform to streamline support for millions of customers, sellers, and employees across 11 African countries.”
El Matarawy further explained, “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 customizes the solution based on what our customers really need and contributes to our platform in a way that helps both of us grow.”
The integration of Sprinklr’s platform offers Jumia a single, omnichannel solution to manage interactions on social media, live chat, email, WhatsApp, and more. This comprehensive approach enables Jumia to provide seamless support regardless of the customer’s preferred communication channel, ensuring a consistent and efficient experience.
Jumia’s commitment to enhancing customer experience is evident in its adoption of cutting-edge technology to meet the needs of its users. By leveraging Sprinklr’s AI-powered capabilities, Jumia aims to elevate its CX strategy and continue its growth trajectory across the African continent.
