Customer Service: The Winning Bet for Tech Companies During Ramadan
As the holy month of Ramadan approaches each year, telecommunications companies and digital platforms ramp up their preparations to handle the anticipated surge in customer service demands, particularly in sectors such as food delivery, banking, and e-commerce.
To ensure swift and efficient responses to customer needs during this period—characterized by shifts in consumption patterns and peak communication hours—companies enhance their workforce, adjust shift schedules, and upgrade technical support systems.
In this report, “Ta3heed” spoke with executives from several companies to gain insight into their preparations for Ramadan.
Shafky: Jumia Adjusts Employee Schedules and Implements Two Shifts to Manage Demand
Hoda Shafky, Regional Executive Director of Operations at Jumia Group for Egypt, Côte d’Ivoire, and Senegal, stated that Jumia is committed to delivering exceptional customer service during Ramadan by adjusting employee schedules to align with Iftar and Suhoor times.
The company has implemented a two-shift system, with one shift operating before Iftar and another after.
She added that Jumia is also increasing its workforce to meet the expected surge in customer orders. Customers are informed about the adjusted operating hours through SMS notifications and Jumia’s website, while Ramadan greetings are shared via social media platforms to strengthen customer engagement.
Ramadan working hours:
Before Iftar: 10 AM – 4 PM
After Iftar: 8 PM – 2 AM
Sakina: Discounts on Over 3,500 Products at Talabat Mart
Mohamed Sakina, General Manager of Talabat Mart, highlighted the company’s preparations for Ramadan, which include a wide range of exclusive offers and products.
He noted that Talabat is offering discounts on more than 3,500 products, in addition to launching Ramadan food boxes starting at EGP 175, making it easier for customers to shop for essential groceries.
Discounts of up to 60% on food items at local stores ensure consumers receive maximum value during Ramadan.
Sakina also revealed plans to expand the selection of dessert shops available on Talabat’s platform, recognizing sweets as an integral part of Ramadan traditions.
Additionally, exclusive deals will be offered, allowing customers to enjoy delicious dishes that add a special touch to their Iftar and Suhoor meals.
To enhance the shopping experience, Talabat introduced the T Pro membership program, which provides:
Unlimited free delivery for orders above:
EGP 150 from Talabat Mart
EGP 180 from supermarkets
EGP 200 from hypermarkets
Up to 30% discounts on over 400 products at Talabat Mart, ensuring greater savings and value for customers.
Greda: ToB Branches to Operate 24/7 During Ramadan’s First Week
Dr. Mohamed Greda, Founder and CEO of ToB Electronics, announced that during the first week of Ramadan, ToB branches will remain open 24/7, even during Iftar hours.
The company also adheres to the operating hours of shopping malls, where some branches are located.
Dr. Greda noted that kitchen appliances are among the best-selling products at ToB during Ramadan, including hand blenders and other cooking gadgets.
To ensure top-tier customer service, ToB has trained its customer service team to assist customers with detailed product information.
Magdy: 30% Increase in Workforce Throughout Ramadan
Sadiq Magdy, General Manager of Telecommunicate Egypt, emphasized that outsourcing companies prepare early for Ramadan by implementing strategies to ensure seamless service without overburdening employees.
Given the adjusted working hours and increased call volume during Ramadan, the company expands its workforce by 30% to guarantee uninterrupted access to services.
Magdy highlighted that businesses catering to the food industry, especially restaurants, experience a surge in customer inquiries, particularly before Iftar, as customers check order delivery times.
