Consumers of products and services in Nigeria now have a brand new channel to lodge complaints over the quality of products and services they purchase and receive across the country following the launch Thursday of the online portal, ConsumerHalla.
The portal, according to a statement by Brand I Limited, the company behind the new initiative, aims to provide consumers some relief to consumers who have issues with how they are treated, experienced poor customer service or have complaints on goods and services they purchased from major brands operating in Nigeria.
Consumers who have grievances or are dissatisfied can lodge their complaints and expect to receive feedback within 72 hours, the company assured.
“We are excited to be making history today. ConsumerHalla is a product of long research into deep consumer insight,” said Tunde Shofowora, chief executive officer, at the official launch of the portal in Lagos.
According to him, the platform will offer immediate relieve to many years of yearning by Nigerian consumers who have been looking for avenues for redress over poor service delivery and product offerings.
He said the role of ConsumerHalla will be intermediary, facilitating resolution of consumer complaints or bad experience with brands.
“Such dissatisfied consumers now have a platform to make their voices count and be heard. At ConsumerHalla our mission is to help bring about an enhanced relationship between brands and consumers through amicable settlement of conflicts and complaints, thus creating a robust market where conversations thrive.
“We believe that genuine care for understanding the customers’ pains and then providing solutions to effectively alleviate the pains, create interactions that are mutually beneficial to both the brands and customers. When customers are put first, there is no end to revenue and profitability,” Shofowora said.
On the workings of the portal, Shofowora said it has been designed with names of major brands in Nigeria in mind, adding that organisations only need to sign up and such complaints lodged by consumers against their brands are automatically channelled to them for immediate response.
“This is the first of its kind in Nigeria and our vision is to help organisations create a more caring world of consumers where businesses thrive. We believe ConsumerHalla will help organisations in Nigeria strengthen their customer relationship management approach, increase loyalty and ultimately improve the consumer value chain. The fastest and most effective way to improve or grow loyalty is by making your customers very happy,” he further stated.