IT News Online Customer Service in Kenya – what it will look like in 5 years and how it can benefit your company

Over the past decade, customer service has relied on channels like email, phone, and face-to-face contact, but the industry is changing rapidly. With people relying more on digital support, traditional customer service as we know it will likely be dead in five years.

With increasing digitalization, customers have higher expectations of customer service, and contactless mobile transactions have become the new normal. In this article, we’ll examine the key drivers behind the change in customer service, the shift towards communicating across multiple communication channels, and the ways businesses can address these challenges.

Moving communication channel settings

As the use of digital services becomes faster and faster, it is important to adapt your customer service to this change in behavior. According to ( the Kenyan Communications Authority, cell phone penetration in Kenya was nearly 120% by June 2020, with subscriptions increasing 10% year over year. In Africa and the rest of the world, mobile technology connects consumers in new ways.

With increasing digitalization, there is a shift in communication channels. In 2019, WhatsApp was the most downloaded mobile app in both Kenya and the rest of the world ( As channel preference shifts towards messaging, customers expect quick responses from brands. Customer service managers face a huge challenge when it comes to managing not only phone calls and emails, but more customer service requests from different channels.

Brands need to find smart ways to handle the growth in both channels and workload.

The bot revolution

Chatbots can answer standardized questions with content written to sound human enough to answer basic questions. This saves time so that your agents can process more complex queries.

Not every part of the customer experience is automated, however. It’s about knowing that automated services also need additional help. The mix of human contact and bots is the way to stay one step ahead in the growing mobile-first economy. Automated systems can do most of the extra work, while people can step in when things get a little too complicated and give the conversation that personal touch.

Response time: don’t let them down

“We’ll get back to you within 24 hours” is no longer good enough. More smartphones and faster data transfers mean people are expecting faster answers. Nowadays, 24 hours can feel like a month for a customer, as other companies can process requests in milliseconds. Answers need to be available anytime, anywhere – and they need to be right the first time. Faster answers and faster solutions mean satisfied customers.

Your customer service department in five years

Let’s imagine your customer service department in five years. You have the perfect service team waiting to deal with complex issues while the bot takes care of everything else. However, your customers are not only on your website, but also on WhatsApp, Twitter, Facebook and probably new platforms that don’t exist right now. How can you manage this more efficiently?

There may be different teams working on monitoring your social media, email and ticketing, handling calls, etc. How do you keep these teams in sync and connect customer journeys from your call center to Facebook or Twitter?

When each of your team members knows the customer by name, a company looks organized and reliable, compared to a company where a customer explains themselves five times to each new department they come across.

Against this background, developed the Mobile Service Cloud ( The Mobile Service Cloud has the channels, products, and features you need to deliver a great customer experience, ease the pressure on your customer care team, and even improve business results now and five years from now.

What is the future of customer service?

A good customer journey has to be optimized, personalized and connected, otherwise your customer will go elsewhere.

Over the next five years, customer service will adapt and transform into something bigger, faster, and maybe something more robotic (in the best sense of the word). Your customers will expect more because they are used to more. In a world of Kenyan and global customers with a wealth of information readily available, the answers will be answered instantly, tailored to the channel that customers are using, and people will continue to be available to intervene if necessary.

Say goodbye to the old way and maybe double-check your automatic replies. We are at a tipping point where the customer experience has been catapulted into an automated era – an era where there are no signs of stopping anytime soon.

Would you like to learn more about the Mobile Service Cloud from ( and all it has to offer? Check out our comprehensive guide to change your mind about customer service in today’s digital age: [LINK (].

Distributed by the APO Group on behalf of

Comments are closed.