Konga compliance boosts e-commerce customer relations management

It is a feedback and compliance mechanism through which customers can directly reach out to the chairman of the board and executive management at Konga on issues affecting various aspects of its business relationship with the consumer.

In its bid to maintain ethical standards in the African e-commerce space and raise the bar in customer satisfaction, e-commerce outfit, Konga said it has launched a customer relations platform, tagged compliance@konga.com.

Konga Compliance, which will also incorporate a dedicated phone line for calls/SMS, is set to go live immediately.

Reliable sources at the ecommerce outfit said that feedback such as complaints or enquiries generated on the email platform will be monitored directly by the chairman and other management executives for immediate resolution.

As such, the platform will present a useful mechanism for customers to report errant drivers and delivery men who over-speed or flout traffic rules in the course of duty, wrong or improperly delivered items, product quality concerns, instances of poor customer service online or at any Konga retail store, collection centre or touch-point, late deliveries, pass comments/suggestions on new product lines/innovations or likely improvements they would like to see and other issues affecting stipulated service level agreements or areas of compliance.

Bearing in mind the need to lay a framework for its game-changing ideas and innovations for the e-commerce market, the new management at Konga has decided to institute a high level of ethical standards and compliance within the company which will not only boost user experience and satisfaction, but help create a closer bond between the company and its ever-increasing customer base.

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