News
DHL Express Launches Live Chat to Improve Convenience, Response Times

As part of DHL Express’ commitment to innovation, the company launched a unique Multi-Channel Tool (MCT) that allows customers to interact with DHL Express via live chat and specialised email services.
Hennie Heymans, CEO of DHL Express Sub Saharan Africa, says customers benefit from quicker response times and by interacting with the company with the channels that are most convenient to them. The deployment of MCT is a great step towards our goal on continuously improving our customers’ experience.
“A recent CMO study found that 85% of respondents expect a seamless omni-channel service from companies, where they can interact using their preferred channel. This tool offers just that, and provides personalized service in real time that eliminates long waiting times and potential frustration.”
He explains that customers can use the live chat option on a mobile device or on the DHL Express website and receive assistance with self-help options online. “Live chat is the popular choice of many customers due to its fast response times.”
A report by Communications Technology Company of over 45 million chat interactions in 2018 revealed an 83% customer satisfaction rating, which highlighted the importance of including a live chat function in the tool. Another benefit of live chat is that it can eliminate the issues that come from bad connections which can cause distorted spoken messages.
For customers who would prefer to communicate via more formal channels, DHL Express’ MCT also offers a specialised email service where customers can send their queries. “The key to success is making sure that we are available at every touch point that is convenient for the customer,’ add Heymans.
The Multi-Channel Tool uses a centralised knowledge management system that offers a customer service agent desktop, web self-service, case management, and customer interaction channels such as e-mail, telephony, live chat and social media.
Customer service agents also have access to processes, policies and procedures, and case studies they can use to answer queries effectively. This empowers the agents with the correct information on hand, speeding up query resolution time.
In addition, when a query is received, it is routed to an agent knowledgeable in that specific subject matter, further enhancing the customer experience.
“The central view of a customer’s interaction history allows us to answer their questions accurately and quickly, as our agents have access to all the information they require in one place,” says Heymans. “Responses to queries will be more consistent and accurate because all agents have access to the same information.
“Our customers are looking for speed, variety and convenience, not only in the way their deliveries are managed, but also in how they communicate. MCT helps drive that sense of convenience and improved time management and is an important part of our continued drive to innovate and use digital technology to improve our customer experience,” Heymans concludes.
DHL Express’ Multi Channel Tool is current available in South Africa, Kenya, Nigeria, Ghana, Senegal , Cote d’Ivoire, Cameroon and Mauritius with plans to roll out to additional Sub Saharan Africa markets in the coming months.
News
TikTok Sale Deal Expected Before April 5 Deadline – Trump

U.S. President Donald Trump has stated that a deal for the sale of TikTok’s U.S. operations is expected to be finalized before the April 5 deadline.

U.S. President Donald Trump
The deadline, set by legislation passed in January, mandates TikTok’s Chinese parent company, ByteDance, to divest its U.S. assets or face a nationwide ban due to national security concerns.
Multiple non-Chinese firms have expressed interest in acquiring TikTok’s U.S. operations.
Private equity firm Blackstone is considering a minority investment, potentially joining existing non-Chinese shareholders such as Susquehanna International Group and General Atlantic.
In a strategic move to facilitate the sale, Trump suggested that he might consider a reduction in tariffs on China, acknowledging that Chinese regulatory approval may be required for the deal to proceed.
The White House has been actively involved in negotiations to ensure that TikTok remains operational in the U.S. while addressing national security risks.
With TikTok’s 170 million American users watching closely, the outcome of the sale is expected to have a major impact on the social media landscape and the broader tech industry.
News
Questions Over House of Reps Threat to Arrest NIMC DG

Questions have been mounting over the House of Representatives threat to order the arrest of Mrs. Bisoye Coker-Odusote, director-general, National Identity Management Commission (NIMC), for failure to appear before it to answer charges on refusal to pay for a state-of-the-art software development project executed by a private company, Truid Limited, for NIMC.

Mrs. Bisoye Coker-Odusote, director-general, National Identity Management Commission (NIMC),
The House of Representatives Committee on Public Petitions had invited the NIMC DG, Mrs. Coker-Odusote, to appear before it to explain the commission’s failure to pay for the state-of-the art software development project executed by the private company, Truid Limited for NIMC. However, the NIMC DG has repeatedly failed to honour the committee’s invitation in person.
Honourable Mike Etaba, Committee’s Chairman, who was angered by the NIMC DG, Mrs. Coker-Odusote’s failure to appear before the committee to personally answer charges on the matter after repeated invitations, last month, issued a stern warning to order the Inspector-General of Police, to arrest the NIMC DG, Mrs. Coker-Odusote if she refused to appear before the committee at its next hearing, which was fixed for March 13, 2025.
However, it has been over two weeks after the Committee’s sitting of March 13, 2025; yet, there are no indications that the NIMC DG, Mrs. Coker-Odusote, honoured the committee’s invitation by personally appearing before it. The committee also appears to have failed to order the IGP to arrest her, leading to many raising questions over the seriousness of the committee to execute its threats. Others wonder why the chief executive of a government agency would refuse to personally appear before the House of Representatives to answer charges on a petition regarding the agency’s activities.
During its sitting of February 11, 2025 the House of Representatives Committee on Public Petitions threatened to order the arrest of the Director-General and Chief Executive Officer of Nigerian Identity Management Commission (NIMC), Bisoye Coker-Odusote.
The committee said it would actualise the threat if Mrs. Coker-Odusote failed to come in person to answer charges on her refusal to pay for the state-of-the-art software development project.
Chairman of the committee, Mike Etaba, frowned at the continuous absence of the NIMC director-general despite several invitations.
In a statement by the Media Head, Public Petitions Committee of the House of Representatives, Chooks Oko, the Chairman of the Committee stated: “If she fails to show up at the next hearing of this case, we’ll have no option than to ask the Inspector-General of Police to bring her.
“How can an official of government treat constituted authority with such levity? We can no longer condone such attitude,” he said.
The News Agency of Nigeria (NAN) reports that the project was installed and deployed to the commission by a private firm, Truid Limited, which was alleging a breach of licence agreement by NIMC.
The statement added that the private company, Truid Limited, which executed the state-of-the-art software development project, is alleging a breach of licence agreement by NIMC, noting that E. R. Opara, counsel to Truid Limited, stated that the contract is premised on an arrangement whereby the Truid Limited funded, developed and deployed the “tokenization system project” without any financial obligation from NIMC.
According to E. R. Opara, counsel to Truid Limited, the agreement is premised on an arrangement that the project would be funded by the firm.
“Truid Ltd was to get returns on her investment through patronage of service providers and the proceeds shared on an agreed ratio. This was to run for an initial period of 10 years, from 2021 when the software was deployed,” Opara said.
According to the petition, things were going smoothly until the appointment of the new DG of NIMC, Mrs. Coker-Odusote, who has been trying to truncate the agreement.
When contacted to comment on whether or not the DG NIMC has personally appeared before the committee, Chairman of the House of Representatives Committee on Public Petitions, Honourable Mike Etaba said: “For now, that matter has been stepped down!”
Honourable Etaba explained further why the matter was stepped down: “We are now taking that case on an Alternative Dispute Resolution (ADR) route. That’s where the matter is now,” he said, adding, “the Committee is silent on it (the matter) until they give us the report of the ADR. That is when we will know what next to do.”
Asked when the ADR resolution he mentioned is meant to be concluded, Honourable Etaba stated: “I can’t say for now how and when the ADR will come up. That’s the situation of the case for now.”
News
Sanwo-Olu Hails Jumia for Giant Strides in Growing Nigeria’s E-Commerce Sector

The Lagos State Governor, His Excellency Babajide Sanwo-Olu has commended Africa’s leading e-commerce platform, Jumia Nigeria, for its giant strides and in the growth of the country’s e-commerce sector, as well as its unique contributions to its economic development.
He said that Jumia has earned its place as a major brand, with its growth and trajectory in the country’s e-commerce ecosystem over the years which, he said, has made it a household name. He urged the company to not only strive to maintain its excellent service standards, but to also work towards improving them.
The Governor who was speaking during a courtesy visit by the management of Jumia Nigeria to the State House in Marina on Thursday March 27, reaffirmed the strategic importance of the company in the economic development of Lagos State and Nigeria, especially in job creation.
He restated his administration’s commitment in ensuring that Lagos State remains environmentally friendly for businesses to grow.
“Our administration has always prioritized creating an enabling environment for businesses to thrive. Through various initiatives, we have strengthened the ease of doing business, and fostered innovation to drive economic growth, and we will continue to support businesses and create opportunities that will aid in their growth”, Sanwo-Olu said.
Governor Sanwo-Olu said that the Lagos State Government remains open to collaborations with the private sector to enhance service delivery, infrastructure development, and create opportunities for residents, with the aim of building a resilient and sustainable future.
He said the administration recognises the importance of working with the private sector to achieve its goals of improving the lives of its citizens.
Speaking also, the Chief Executive Officer of Jumia Nigeria, Sunil Natraj, thanked the governor for creating an enabling environment in the state for businesses like Jumia to grow. He stated Jumia’s commitment to contributing towards the growth and development of the state, and the country.
Natraj said the company has made tremendous strides from its early days as a tech start-up in Lagos and has grown to become the number one e-commerce platform in Nigeria, with a presence in nine African countries. He said the company presently employs hundreds of Nigerians directly, and thousands more indirectly as independent sales agents and partners.
He restated Jumia Nigeria’s commitment to providing excellent service, focusing on delivering exceptional value and fostering long-term relationships with its customers around the country.
Among other things, he said the company is actively working to enhance customer experience, aiming to simplify the e-commerce process, making it easier for customers to navigate and shop online.
According to him, Jumia aims to transform everyday life in Africa by making it easier for consumers to access goods and services conveniently and affordably, adding that the company is focused on expanding access to retail across the country.
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