Jumia, an e-commerce platform, has integrated Sprinklr’s AI-Powered Unified customers experience management platform to improve customer experience across 11 African countries.

The firm disclosed this in a statement announcing its successful partnership with Sprinklr to elevate customer experience (CX) across its diverse user base.

According to Hanan El Matarawy, Group Vice President of Business Products, Jumia: “Jumia implemented Sprinklr’s unified customer experience management (Unified-CXM) platform to streamline support for millions of customers, sellers, and employees across 11 African countries.”

He added: “Sprinklr’s solution is a perfect fit for our diverse customer base and vast geographical reach.

“This partnership allows us to deliver exceptional service while empowering us to grow together.

“The team customises the solution based on what our customers really need and contributes to our platform in a way that helps both of us grow.”

The company noted that the Sprinklr platform offers Jumia a single, omnichannel solution to manage interactions on social media, live chat, email, WhatsApp, and more.

“This empowers Jumia to provide seamless support regardless of the customer’s preferred communication channel.”