Subtonomy, a community expertise platform supplier within the Nordics, will likely be attending AfricaCom in South Africa (8-10 November 2022) to convey its digital buyer assist providing to Africa.
The African digital revolution
It’s time to reappraise Africa’s place within the international digital market. Lengthy held again by affordability and availability points, the appearance of cheaper smartphones and ubiquitous, increased capability cell networks have offered an enormous springboard for progress. Younger, internet-savvy Africans are optimistic and opportunistic about tech, utilising it as a platform for his or her creativity, entrepreneurial spirit, and thirst for training.
Already the world chief in cell cash, Africa is poised to leap ahead, unencumbered by legacy applied sciences and processes, and empowered by youthful demographics. The continent’s speedy transition to a mobile-first, digital economic system signifies that it already has extra smartphone customers than North America and by 2025 Sub-Saharan Africa can have 474 million web customers (39 per cent of the inhabitants).
New calls for on the community, new buyer expectations
Whether or not it’s utilizing their telephones for banking, discovering work, purchasing, creating, listening to music or watching their favorite reveals, younger Africans have moved far past their dad and mom’ expectations of cell providers.
Whereas the way forward for the African cell market could look rosy, it’s not with out challenges, nevertheless. Within the subsequent few years, African operators should deal with onboarding massive numbers of recent prospects and discover cost-effective methods to assist them whereas they transition from 3G to 4G, from characteristic telephones to smartphones, and from easy to advanced service choices.
As if all of this weren’t sufficient, the expectations of African Gen Z prospects are additionally rising quickly. Like their social media mates world wide, they count on high-quality uninterrupted providers backed by world-class, 24/7 buyer assist when issues go fallacious. In the event that they don’t get it, they’re extra keen than ever to easily stroll away.
And that is exactly the place African operators can profit from the expertise of different mobile-first markets such because the Nordics. Operators within the Nordics have pioneered environment friendly and cost-effective digital buyer take care of years. Subtonomy’s prospects, for instance, are already capable of automate 75 per cent of buyer assist in digital channels, and enhance contact centre effectivity to ship 60 per cent fewer escalations and 47 per cent sooner name dealing with.
Future proofing assist
With issues transferring so quickly in Africa, it’s laborious for operators to handle change cost-effectively or predict what their assist operations will appear like in a couple of years. Will future African prospects have digital reality-based assist, or get assist through their digital assistants? No matter occurs, operators should squeeze the utmost worth out of their present gear to maintain prices down and scale back disruption, whereas on the identical time innovating their buyer assist choices and making ready for what’s coming.
Subtonomy’s community gear platform takes knowledge from any present supply – together with legacy probes (eg Amdocs, Anritsu, Commprove, Empirix, Exfo, Polystar, Radcom, Tektronix, Teoco or Viavi), BSS and OSS, cell knowledge and machine knowledge – to ship a 360o real-time view of precise buyer expertise, empowering 24/7 holistic assist.
“Because the African cell market matures, prospects will count on higher assist from operators. As researcher Herring Shava not too long ago identified, two of the most important causes of dissatisfaction with assist are operators’ reliability (not doing issues once they stated they’d) and responsiveness (not informing prospects once they intend to repair issues),” stated Andreas Jörbeck, CEO, Subtonomy.
“We’re proud to have helped our purchasers repair each these points within the Nordics and look ahead to serving to African operators revolutionise the best way they assist their prospects in future – giving them each happier prospects and a aggressive edge,” concluded Jörbeck.
