DigivantPay trains staff on customer experience during Service Week
DigivantPay, a popular Microfinance Bank, has trained its customer service agents in a new approach to handling customer experiences in commemoration of this year’s Customer Service Week. The celebration took place at the bank’s headquarters on Allen Avenue, Ikeja, Lagos State, on Wednesday.
Speaking during the training, DigivantPay’s Chief Technology Officer, Tolulope Awoade, advised the customer service team to adapt to artificial intelligence trends while handling customer complaints, urging them to use data to turn customer complaints into insights and reduce recurring issues.
He said, “In the past, DigivantPay needed a lot of support because of the way it emerged, but because of feedback from customers, it has gotten much better. We live in a data-generated generation. Data from customer complaints and experiences has helped us get to where we are today. Taking down the data will help us know the first challenges to tackle. In technology, you have to understand that there’s a pattern to solving problems; the features most customers with more than one financial application on their phone see could lead them to want more. So one of the ways of serving them differently is not to be robotic in our customers’ service experience. You just have to be aware. You should embrace empathy while dealing with them. You have to learn to be. We should control AI responses rather than letting them control us. AI should be used to ease our job, not take it.”
Corroborating Awoade’s stance, the Group Head, Customer Experience, Annette Nwokedi, stressed the impact of deploying AI to improve customer service delivery, noting that the human factor remains necessary to de-escalate customer challenges while urging agents to embrace a modern customer experience that helps preempt problems and deliver quicker solutions.
Also speaking, the Head of Customer Experience, Faith Aliga, maintained that customer service agents should go the extra mile to improve customers’ experiences.
“Customers’ expectations have changed significantly over the past two decades. They want fast, simple, transparent and convenient service. It is not always okay to serve customers and leave it there. We are expected to go the extra mile in delivering customer service. If a customer asks for their account number, you not only provide it; you empower them by showing them the easiest way to find it, so they don’t have to call next time. It is best for customers to interact with customers even through the app. The biggest brands in the world have challenges. But their customers haven’t left because they communicate problems to customers and act immediately before they complain. It is best to be proactive about challenges. Every complaint of a customer is an opportunity to improve our service,” Aliga said.
Aliga, who won the 2026 African Service Excellence Award in Johannesburg, South Africa, also advised agents to always have an ownership mindset towards the organisation and embrace tech improvement to help solve basic customer challenges before escalating them to the tech team.
Meanwhile, the Customer Experience Team Lead, Chinenye Nwabekeh, stated that a seamless customer experience is the bedrock of patronage today, adding that informing customers prior to potential challenges fosters trust in both the service provider and the product.
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