WhatsApp is becoming the customer service tool of choice for Nigerian e-commerce

As e-commerce continues grows in Nigeria, a new challenge has emerged in how to efficiently execute returns and manage failed deliveries.

It’s the latest challenge for e-commerce platforms of all sizes in Nigeria that have free return policies similar to major players like Amazon in more advanced markets. But many struggle with taking steps to handle the process.

Jumia, one of the biggest e-commerce players in Nigeria, phones up individual customers that want to return products and offers them the option of keeping the ordered products and receiving shopping voucher of the amount spent.
https://qz.com/1117423/whatsapp-used-by-nigerias-konga-and-other-e-commerce-retailers-for-customer-service/

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