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Online Grows and New Service to Help Retailers Meet Customer Demand

COVID has seen consumers ditch cash and in-person shopping in favour of online spending, according to Standard Chartered’s latest global survey. Almost 75% of survey respondents in Kenya (64% globally) agree that COVID has made them more positive about online shopping, but they are also more careful with their spending.

An AI-powered customer experience management platform that collects, monitors, and evaluates in real-time, developed by Kenyan startup WAYO is helping retail companies predict demand for their products. Founded in 2015, the WAYO platform has 3 main use cases. Firstly, it allows retailers to evaluate their service in real time. Secondly, it cuts down on customer wait times. Finally, WAYO makes customer support simple, with its mobile-integrated help desk allowing retailers to solve customer-related questions quickly and simply, thanks to an AI chatbot feature. WAYO plans to scale into Nigeria shortly

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Shahrain Coovadia

Shahrain Coovadia is a Cyber Security Consultant at Deloitte, South Africa. Prior to joining Deloitte she started a web-design studio, and worked at the University of Cape Town as a teaching facilitator. Shahrain graduated from the University of Cape Town with a Bachelor of Commerce Honours specialising in Information Systems. She currently facilitates web & database management for Ecommerce Forum South Africa (EFSA).


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