Africa’s largest customer experience platform, Ajua, has acquired Kenyan tech firm Rate My Service (RMS) to dominate customer experience management across the continent. After this sale, Ajua’s reach and RMS’s advanced real-time feedback tools will improve customer and employee experience solutions.
- Africa’s largest customer experience platform, Ajua, has acquired Kenyan tech firm Rate My Service (RMS) to dominate customer experience management...
- After this sale, Ajua’s reach and RMS’s advanced real-time feedback tools will improve customer and employee experience solutions.
- Their suite lets firms collect, analyse, and act on feedback rapidly.
- Mutsekwa noted that Ghana’s customer service rating is 73%, whereas Nigeria’s is 61.8%, indicating a significant chance for Ajua to...
Keep reading for the full breakdown on Africa — everything you need to know is covered below.
Combining strengths for market leadership
Ajua CEO Nyasha Mutsekwa described the acquisition as “a game-changer for the African CX field.”
He highlighted that bringing RMS into the fold not only boosts local expertise but also significantly widens the platform’s reach.
Mutsekwa said, “It’s a powerful step towards building the biggest and most robust CX platform in Africa, empowering businesses to truly understand and serve their customers with unmatched precision.”
Rate My Service enhances Ajua’s real-time analytics capabilities. Their suite lets firms collect, analyse, and act on feedback rapidly. Both technologies link directly with Google and Meta for smooth client engagement and leverage Amazon Web Services for scalability and security.
This action takes effect right away. About 80% of the local customer experience technology market is held by Ajua and RMS, which currently service 45 clients in Kenya.
Nigeria is a primary focus of the United Platform’s aggressive drive into East, West, and Southern Africa.
Mutsekwa noted that Ghana’s customer service rating is 73%, whereas Nigeria’s is 61.8%, indicating a significant chance for Ajua to return with better products.
RMS CEO Ashkay Shah became Chief Technology Officer for the merged company.
He noted, “The biggest success of any merger is aligning cultural values. There is no plan to get rid of any employees.”
This focus on talent retention shows the intent to grow and innovate together.
Ajua, founded as mSurvey in 2012, is Africa’s top CX startup, raising $1.8 million in funding, including a seed round in 2021. Ajua added real-time analytics to its portfolio by acquiring RMS in 2021.
With Africa’s Talking and Zendesk as competitors, this merger underscores Ajua’s dedication to leading African customer experience.
A new unified platform with local expertise and smart tech helps African businesses improve customer service and client interactions.