🛍️Retail & E-commerce🇿🇦 Pan-African

From cart to delivery — one conversation.

A pan-African e-commerce marketplace handles order support, returns, and seller onboarding through Africall — turning WhatsApp into the primary storefront.

+47%

Conversion

<60s

Refund time

3.2M

Active buyers

12k

Sellers onboarded

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The challenge

What wasn't working

Customers abandoned carts at checkout. Returns were a nightmare. Sellers needed onboarding in their language and currency.

The Africall setup

What we configured

WhatsApp commerce: browse, order, pay, track — all in one chat.
AI returns agent issues labels and refunds instantly.
Seller onboarding flow with KYC, payouts and analytics.

Modules deployed

AI Agents Omnichannel Inbox Ticketing OTP & Messaging CRM 360

Channels

WhatsApp Instagram DM Voice Email

Languages

English French Portuguese Swahili isiZulu

Customer journey

How it flows, end-to-end

1
Customer browses on WhatsApp
AI shows catalog, prices in local currency.
2
Checkout in chat
Mobile money or card, no app install needed.
3
Tracking + support
Live shipment updates, problem? message back.
4
Returns
AI issues label + refund in under a minute.

"Africall turned WhatsApp into our biggest storefront. Conversion up, refunds painless."

Thandi N.

Head of CX · SokoMart Africa

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