Customer care at Buntu: how we support customers in three languages

Buntu on response times, ownership and what customer conversations teach the rest of the company.

Customer care at Buntu handles questions about orders, deliveries, payments and returns in Kinyarwanda, English and French. In this Q&A, a Buntu spokesperson explains how it works and how it will develop as the company grows.

What is the main focus of customer care at Buntu?

"The first response. When a customer gets in touch, they want to know that someone has read their message and understood the problem. A quick reply is helpful, but only if it is clear about what happens next. We would rather take a few extra minutes and give the customer a useful answer than send a fast reply that does not move anything forward."

How are more complex problems handled?

"The customer should not have to work out which part of the company is responsible. When an issue involves delivery or payment, the same contact stays with the case from start to finish. The customer deals with one point of contact, and they hear from us when it is resolved."

What do customer conversations tell the rest of the business?

"A great deal. If several customers ask the same question about a product, that usually means something on the product page is unclear, and the page is updated. If delivery complaints cluster in one area, the route is reviewed. We see ourselves as an early warning system for the whole company."

How will customer care change as Buntu grows?

"The tools will change as the company grows, but the approach should stay the same. Every customer should get an answer in their own language from someone who takes responsibility for the outcome."

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