Browsing: Traditional customer service

Kenya’s customer service landscape is set to change dramatically. People have shifted to relying more on digital support.

As digital service usage is still accelerating, it’s important to adapt your customer service to this change in behaviour.
According to the Communications Authority of Kenya (CA), by June 2020, mobile phone penetration had almost reached 120 per cent in Kenya, with subscriptions increasing by 10 per cent year-on-year. In Africa and the rest of the world, mobile technology is connecting consumers in new ways.…