More consumers are onboarding the e-commerce train. The
hardest skeptics are beginning to have a taste of what online shopping entails.
Urban centers are gradually becoming a beehive of e-commerce
activities, as the majority of small businesses now showcase their wares
online. Several logistics brands are springing up to meet the delivery demands
of sellers and customers.
Hardly would you ply major roads in states like Lagos,
Rivers and Abuja, without coming across a delivery van or motorcycle. Their
presence is an indication of e-commerce momentum in the country.
More important is the improvement on service delivery by the
industry players. The early days of online shopping was fraught with
complaints.
Late delivery of orders, wrong items and payment itches were
prevalent at the time. Though these issues are still being experienced at
intervals, it is fair to say that online platforms have put in effort to reduce
such occurrences.
And in cases where this happens, measures are in place for a
speedy refund process. These efforts are also being appreciated by customers.
“I have been using Jumia for like six years now and my
experience with Jumia has been nice. Even when I returned my order, I got my
refund back less than the time they gave me.
Even on their JumiaPay wallet, which you have to pay online
before you get your order, I have had a very good experience with them,” said
Ogechi Celestine, a civil servant resident in Rivers State.
Another interesting way e-commerce brands are improving
service delivery and customer experience is pick up stations. With a station
close by, a customer can walk in and pick his item. It takes e-commerce closer
to rural residents and further eases the deal for urban dwellers.
“Today is my first time coming to their pickup station to
pick my order. I give kudos to Jumia and the team. They should keep it up,”
Celestine added. The initiative is not only taking the service closer to
customers, but also having ripple impact on small businesses
Though the e-commerce industry still has a lot to improve
on, the work being put in by the major industry players gives hope of a good
future for e-commerce services in Nigeria.
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