Customer service in Kenya – what it will look like in 5 years and how your business can benefit from it


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Over the past decade, customer service has relied on channels such as email, telephone, and face-to-face contact, but the industry is changing rapidly. With people relying more on digital media, traditional customer service as we know it is likely to be dead in five years.

As digitization accelerates, customers have higher expectations for customer service and contactless mobile transactions have become the new normal. In this article, we’ll take a look at the main drivers behind the evolution of customer service, the shift to communicating through multiple communication channels, and how businesses can address these challenges.

Changing communication channel preferences

As the use of digital services continues to accelerate, it’s important to adapt your customer service to this change in behavior. According to ( to the Kenya Communications Authority, as of June 2020, mobile phone penetration had almost reached 120% in Kenya, with subscriptions increasing 10% year over year on the other. In Africa and the rest of the world, mobile technology is connecting consumers in new ways.

Increased digitization is driving a change in communication channels. In 2019, WhatsApp was the most downloaded mobile application ( in Kenya and the rest of the world. As channel preference shifts to messaging, customers expect quick responses from brands. Customer service managers face a huge challenge in handling not only phone calls and emails, but also more customer service requests from different channels.

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Brands need to find smart ways to deal with increased channels and increased workload.

The robot revolution

Chatbots can answer standardized questions using content written in a human enough way to answer basic queries. This allows your agents to save time and manage more complex requests.

However, not all parts of the customer experience will be automated. It’s about knowing that automated services need a little extra help as well. Mixing human contact with bots is the way to stay ahead of the growing mobile phone economy, allowing automated systems to do most of the extra work while humans can step in when the going. a little too complicated and add a personal touch to the conversation. .

Response time: don’t leave them hanging

“We will get back to you within 24 hours” is no longer sufficient. More smartphones and faster data transfers mean people expect faster responses. These days, 24 hours can seem like a month for a customer, as other businesses can process requests in milliseconds. The answers need to be available anytime, anywhere – and they need to be right the first time. Faster responses and faster solutions ensure satisfied customers.

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Your customer service in five years

Imagine your customer service in five years. You have the perfect service team waiting to step in to solve complex problems while the robot takes care of everything else. But your customers aren’t just on your website – they’re interacting through WhatsApp, Twitter, Facebook, and possibly new platforms that don’t exist right now. How can you handle this more effectively?

Different teams can work on social media monitoring, email and ticketing, call handling, etc. So how do you keep these teams aligned and connect your call center customer journeys to Facebook or Twitter?

Having each of your team members know the customer by name is what makes a business appear organized and reliable, compared to a business that makes a customer self-explanatory five times with every new service they have. meet.

With these challenges in mind, developed the Mobile Service Cloud ( Mobile Service Cloud delivers the channels, products and features you need to deliver a superior customer experience, reduce pressure on your customer service team, and even improve business results now. and in five years.

What is the future of customer service?

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A good customer journey will need to be optimized, personalized and connected, otherwise your customer will go elsewhere.

Over the next five years, we’ll see customer service adapt and transform into something bigger, faster, and maybe a little more robotic (in the best sense of the word). Your customers will expect more, because they are already used to more. In a world of Kenyan and global customers with a wealth of information instantly at their fingertips, responses will be immediate, they will be tailored to the channel used by customers and humans will always be available to step in where needed. .

Say goodbye to the old way and maybe check your automatic responses. We’re at a crossroads where the customer experience has been catapulted into an automated era – an era that shows no signs of stopping anytime soon.

Want to know more about the Mobile Service Cloud from ( and all it has to offer? Take a look at our comprehensive guide to changing the way you think about customer service in today’s digital age: [LINK (].

Customer service in Kenya – what it will look like in 5 years and how your business can benefit from it - NNN.