Jumia, a leading e-commerce platform in Africa, announced in July 2024 a partnership with Sprinklr.

The aim was to elevate customer experience (CX) across Jumia’s diverse user base spanning 11 African countries.

Jumia chose Sprinklr’s Unified-CXM platform, citing its ability to streamline support for millions of customers, sellers, and employees.

The partnership aims to empower Jumia to provide seamless support across various communication channels, including social media, live chat, email, and WhatsApp. Sprinklr’s support for multiple languages is intended to ensure effortless communication for Jumia’s pan-African audience.

Jumia was attracted by the Sprinklr platform’s perceived suitability for Jumia’s diverse customer base and wide geographical reach.

Since implementing Sprinklr, Jumia has reportedly witnessed significant improvements in key CX (customer experience) metrics. First-response rates reached a remarkable 94.46%, case resolution rates improved, and customer satisfaction scores climbed to over 76%, according to the companies.

Jumia’s plans included further enhancing self-service capabilities by integrating Sprinklr’s Conversational AI bots. This partnership marked a significant step forward for Jumia in “delivering exceptional customer experiences across the African continent”.