Thursday,
July 20, 2017 7:00AM / Jumia Travel
Facebook
Messenger is now fully integrated in Jumia Travel’s system as a powerful
channel for Customer Service. The integration of customer service
for Messenger in
Jumia Travel’s system marks a new dawn for its customer service experience, as
it offers a live chat experience on Facebook Messenger. The tool can also be
used to instantly request for a hotel room on the platform, where the company’s
professional Travel Advisors will offer counsel on the best accommodation
options as well as make the booking.
As
the first African company to integrate Facebook Messenger in its own system,
Omolara Adagunodo, Jumia Travel’s Managing Director says that this is a “show
of our great commitment to always bring the latest technology and high quality
services to our customer in Africa”.
On
its recently published hospitality
report for
Africa, Jumia Travel states that 51% of searches done on the website are via
smartphones, with 68% of the bookings. This compares to 49% and 32% of searches
and bookings respectively done through the desktop.
“In
Africa, e-mail penetration has remained low especially because it doesn’t
provide a fluent conversational experience and is not fitted for mobile. With
Customer Service for Messenger integration, we bring to our customers an
instant and convenient way to chat with us on mobile from Facebook. We trust
that Facebook Messenger will become a major channel in the coming years, and
this new feature allows us to scale the communication with our customers on
Messenger,” says Stanislas de Dinechin, Jumia Travel’s Global Head of Customer
Service.
The
tool will also be used to handle customer queries and requests such as airport
pickup, and booking modification among others. With a high ‘mobile first’
population in Africa, Facebook Messenger provides a great opportunity to reach
people in addition to other social media platforms, as compared to the
conventional browser.
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