Jumia spices up customer service with new food delivery app

Jumia Food has unveiled an app to grow its online food delivery business and improve customer experience.

The improved platform allows customers to make orders and to swipe through various menu categories with ease.

The Android App can be downloaded on play store while the iOS version will be ready by mid-April. The new app allows online payment flow and has a chat function that allows customers to pose questions or lodge complaints.

“We are committed to delivering the best digital services to our customers, while guaranteeing speedy delivery of food to your locations. Improving our App is part of our 2018 agenda, to increase affordability and convenience in the food ordering process,” said Jumia Food CEO, Joe Falter.

Jumia said 35 per cent of the food-delivery business traffic comes from the app as desktop orders take a lead at 40 per cent. Only 25 per cent of orders are made through the iOS app, data from its market across Africa revealed.

“Our biggest priority is to keep atop of current innovations that will better our customers’ experience. This remains a key requirement in the success of any e-commerce business,” said Jumia Food Kenya managing director Shreenal Ruparelia.

Ms Ruparelia was in October appointed as the new managing director for the food delivery business.

She is a former tech start-up co-founder of BlueBear App, a platform that allows customers to manage and track customer engagement with products and services sold online.

In December, Jumia Food partnered with fast food restaurants Big Square and Pizza Mojo, adding to the array of eateries that are subscribed to the firm’s delivery services.