End-to-end technology solutions provider iOCO is challenging businesses and public sector organisations in SA to differentiate themselves this year by striving for world-class customer service standards. Organisations can leverage widely available technology and a customer-driven approach to boost service delivery and public trust, setting themselves apart in a dynamic environment.
As South Africans, many of us have received excellent service from local organisations, but many have also had experiences that have left us wanting. We all know the frustration of long waits for official documents or a lack of communication about how and when to collect them. Or feeling dissatisfied with inadequate services from the private sector, such as delivery services not offering flexible time slots, complex processes for simple banking transactions, or having to visit a physical store just to upgrade a digital device.
Teaming customer insights with tech to drive world-class service in SA
By improving customer experience design, companies drive growth and the public sector stays relevant, says iOCO
31 January 2025 - 09:09
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In 2025, standing out means delivering exceptional customer service. Let iOCO transform your company’s CX design, leveraging the right technology to create seamless, impactful experiences for your clients. Picture: 123RF/eamesbot
End-to-end technology solutions provider iOCO is challenging businesses and public sector organisations in SA to differentiate themselves this year by striving for world-class customer service standards. Organisations can leverage widely available technology and a customer-driven approach to boost service delivery and public trust, setting themselves apart in a dynamic environment.
As South Africans, many of us have received excellent service from local organisations, but many have also had experiences that have left us wanting. We all know the frustration of long waits for official documents or a lack of communication about how and when to collect them. Or feeling dissatisfied with inadequate services from the private sector, such as delivery services not offering flexible time slots, complex processes for simple banking transactions, or having to visit a physical store just to upgrade a digital device.
iOCO is confident that both the private and public sectors can meet and exceed the expectations of their users, whether they are clients or customers, despite persisting challenges in our operating environment. Improving the service experience of customers and citizens is key to business growth and fulfilling a public service mandate, as it fosters loyalty, increases engagement and ensures that public services remain relevant.
The company calls on private sector organisations and governmental entities not to take the beaten path of incremental change, but instead to overhaul their customer experience design.
This bold step does not require a significant investment or the very latest technology. iOCO has found that it can often be achieved with an organisation’s existing technology, and gradual changes to build out that technology ecosystem over time. The technology does not replace the human element of customer experience, but empowers employees and public servants to deliver high-quality service. Personal interactions remain an important part of delivering service and instilling trust.
Mary-Lyn Raath, Customer Value Enhancement executive of iOCO, says it’s crucial to ensure that the technology ecosystem aligns with a customer-driven approach, placing the needs and experiences of the customer at the centre of its design and implementation.