DigivantPay trains staff on customer experience during Service Week

DigivantPay, a popular microfinance bank, recently held "Customer Service Week" to train its customer service agents in enhancing the customer experience. The training was held at the bank's headquarters in Ikeja, Lagos State.

Chief Technology Officer Tolulope Awoade advised customer service agents to embrace artificial intelligence in handling complaints, urging them to use data to transform complaints into insights and minimize recurring issues. He emphasized that DigivantPay's previous struggles stemmed from insufficient customer feedback, but data-driven improvements have significantly enhanced the bank's services.

By identifying patterns and understanding features customers desire, the bank can deliver a more differentiated and responsive customer experience.

Group Head of Customer Experience Annette Nwokedi echoed Awoade's views, stressing the importance of AI in improving customer service while maintaining a human touch to de-escalate issues. She urged agents to embrace empathy and modern customer experience strategies that anticipate problems and provide quicker solutions.

Head of Customer Experience Faith Aliga highlighted that customer expectations have evolved over the past two decades, demanding fast, simple, transparent, and convenient service. She stressed the need for agents to go the extra mile in delivering exceptional service, such as empowering customers by providing the easiest ways to find their account numbers, thus reducing the need for repeated calls.

Aliga, a recipient of the 2026 African Service Excellence Award, also advised agents to maintain an ownership mindset towards the organization and actively seek tech improvements to tackle basic customer challenges. Customer Experience Team Lead Chinenye Nwabekeh emphasized that a seamless customer experience is crucial for today's patronage, and informing customers about potential challenges fosters trust in both the service provider and the product.