Jumia in Nigeria

Jumia has revolutionised e-commerce in Nigeria through its focus on customer service. In 2023, Jumia implemented a new AI-powered chatbot to handle customer inquiries, resulting in a 40% reduction in response times and a 25% increase in customer satisfaction scores.

The company also introduced localised customer support in multiple Nigerian languages, flexible payment options including cash on delivery, and developed a robust last-mile delivery network. These customer-centric innovations led to significant business growth for Jumia.

The company experienced a 30% increase in repeat customers and a 20% growth in market share. By adapting customer service strategies to local needs and leveraging technology Jumia was able to drive substantial business growth in an emerging market