Case Study: Jumia achieves unified customer experience management with Sprinklr

Jumia harnesses AI to transform Africa’s leading online marketplace

Jumia, Africa’s leading e-commerce, logistics and payments platform, needed a way to improve customer, seller and employee support while consolidating scattered tools and channels into one system. To optimize costs and strengthen user experience across multiple countries and languages, Jumia turned to Sprinklr Service for a unified, omnichannel CX solution.

Sprinklr implemented an AI-powered, customized Unified-CXM platform across 11 African countries and 176 digital channels, including WhatsApp, TikTok, email and live chat. The results included 94.46% of first responses within SLA from July to October 2023, a more than 11% drop in escalation rate, and an average CSAT score above 76%; 43% of cases were created via live chat, showing the impact of Sprinklr on faster, more scalable support.

Jumia

Hanan El Matarawy

Group Vice President of Business Products