Jumia Travel Integrates Facebook Messenger in its Customer Service

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Jumia Travel has launched customer service for Messenger in its system marking a new dawn for its customer service experience and becoming the first African company to integrate the live chat in its system.

Facebook Messenger provides a great opportunity to reach people as compared to the conventional browser.

“This is a show of our great commitment to always bring the latest technology and high-quality services to our customers in Africa,” said Jumia Travel’s COO and Co-founder Estelle Verdier.

The new tool can 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 and make the booking.

Stanislas de Dinechin, Jumia Travel’s Global Head of Customer Service noted the low penetration of e-mail as it does not provide fluent conversational experience and is not fitted for mobile.

De Dinechin added, “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.”

The tool will also be used to handle customer queries and requests among them airport pickup and booking modification.


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