Customer care service is increasingly evolving with the advancements in technology being a major driving factor. Ideally, innovations will be important in improving customer and agent experiences along with businesses metrics like revenue and operational costs.
In an effort to plug this gap, Mr. Emmanuel Simiyu, an alumni of JKUAT, started his own company, GOIP, a technology company that offers state of the art customer experience solutions in 2015, while still an undergraduate student at JKUAT.
The company which was founded through an incubation and acceleration program at the JKUAT Industrial and Technology Park, has grown in leaps and bounds over the years. It has improved the customer care software by harnessing new technology and innovations.
The alumni who is a Telecommunication Engineer by profession, said, he never envisaged seven years down the line, it would be one of the sought-after companies offering customer helpdesk management systems to over 30 customers in Kenya.
“This journey has been tough but now I am now able to see the fruits of my labor. I want to thank my team who have worked tirelessly and supported me throughout,” said Mr. Simiyu during a colorful launch of the go-experience version 6 in Nairobi County.
He further said, the new version will be interactive and include a responsive interface and will also be compatible with laptops and mobile phones.
The success of the system, he noted, is due to harnessing new technology and innovations while forging meaningful collaborations with established institutions like JKUAT and others which have provided a strong foundation for its growth.
Mr. Simiyu further said, using a cloud-based call center is one of the things that have catapulted them in attracting potential partners at a time when cloud-based center is unheard off.
“As GOIP we want to demystify the notion that local content is not good quality through providing customer service solutions that centralizes all customer touchpoints to one platform,” he asserted.
According to the Director, GOIP, Mr. Felix Mulei, as a company, their vision is to become a pioneer in customer experience and be a leader in providing top notch customer helpdesk management systems and contact center software in Kenya.
Regarding the impact of the system, Ms. Leah Kwamboka, an official from educate, an online platform that prepares youth with skills to succeed in today’s economy, said, with the effects of Covid-19, the system came in handy to help the company deliver its programmes and services remotely to its customers.