ikeja is connecting the unconnected. As a homegrown tech pioneer in South Africa, they’re bringing affordable internet access to ekasi areas, helping bridge the digital divide. However, with a growing customer base spread across multiple communities, ikeja faced a unique challenge - providing accessible, scalable support while keeping customers online and in the loop.

The challenge: Scaling customer service for ekasi growth

In the past, ikeja faced the challenge of managing customer inquiries and delivering fast updates to its growing user base. With 64% of their sales happening online and an increased demand for affordable internet services, ikeja needed a scalable customer service solution that could handle large volumes of inbound queries efficiently and convert more online customers. 

From installation queries to payment reminders and tower outages, ikeja needed a platform that could provide real-time assistance and updates to its customers. They partnered with Cue to create an omnichannel solution robust enough to:

• Instantly resolve common queries at scale using their customer’s preferred channel.

• Reduce call volumes and assist customers via live chat 

• Reduce customer centre costs while generating and converting new sales leads.

• Proactively send broadcast messages and updates to their entire user base.

• Measure and optimise conversation analytics to improve experiences.

The solution: Keeping customers online 

Cue stepped in with a comprehensive suite of customer service solutions, tailored to keep customers connected. By using WhatsApp templates, the sales team can keep the momentum going and take the customer through the entire journey and convert them on WhatsApp as fast as possible,

Since switching to Cue and setting up an official WhatsApp Business account, 64% of sales happen through WhatsApp. Here’s how ikeja uses Cue:

Real-time assistance with chatbots & live chat

ikeja’s chatbot allows customers to manage their accounts and self-serve with menu options like "Payment and Accounts," "Slow Speeds," and "Installations". For more complex queries, ikeja allows customers to easily connect with a human agent via live chat, ensuring real-time problem-solving.

Targeted communication with WhatsApp broadcasts

Sending multiple messages at scale is a breeze with WhatsApp broadcasts. ikeja can now send out targeted messages about network upgrades, scheduled outages, and payment reminders, ensuring their customers are always in the loop.

Multiple conversations across different channels 

ikeja offers support to their customers through WhatsApp, Facebook Messenger and web chat. This flexibility gives customers the freedom to opt in online and receive communication on their preferred platform.

Here's a brief overview of ikeja's WhatsApp chatbot and how customers can engage with the team:

1. Disconnected

Experiencing a service outage? The ikeja chatbot will provide any active updates on reported issues in your area and estimated resolution times.

2. Slow speeds  

Troubleshoot slow internet speeds. The bot will guide you through basic speed tests, share optimisation tips, and escalate to an agent if needed.

3. Hotspot

ikeja has multiple hotspots in all the communities where it has network coverage. Use this option to find out if you can connect to a hotspot in your area.

4. Payment & accounts

View outstanding balances, and recent payments, set up recurring billing, and update credit card details.

5. Password change

Forgot your password? No problem! Retrieve and reset your password securely within the chat.

6. Speed upgrade

Ready for faster internet? Explore and purchase higher-speed packages for your area.

7. New to ikeja

Get started as a new ikeja customer! Share your area details, explore plans and pricing, and kick off the installation process.  

8. Installations

Already signed up? This option lets you schedule a technician visit, get setup guides and make additional installation requests.

9. Amharic & Somali

Don't worry, ikeja's got you covered! Switch to these language preferences for a localised experience.

10. Other

Can't find what you need? This open-ended option allows you to connect with an agent and explain any other issue for personalised assistance.

Stay connected with ikeja

Getting and staying online just got easier with ikeja. Get in touch with the team via their official WhatsApp Business account and explore their packages. Want to get your business set up on WhatsApp? Contact Cue for a demo.