In an effort to set new standards in Customer Service, the world’s leading online classifieds platform, OLX, has implemented a number of additional security features and changes to their moderation processes.
The changes are live and make the OLX app, mobile site, and website one of the safest online experiences for purchasing and selling goods in South Africa.
In an unprecedented first, OLX has launched a new dedicated fraud hotline. Users are able to call 021 406 3900 between 8am to 4pm, Monday to Friday to report potential fraudulent adverts, or if they have been the victim of a scam. There is now a dedicated customer service team, trained specifically to deal with fraudulent activity and remove it at lightning speed.
Furthermore, OLX has spent an extensive amount of time with their moderators, streamlining processes, hiring new recruits and tightening the way adverts are approved. OLX moderators review thousands of ads on a daily basis. This human element, coupled with a sophisticated algorithm, means better quality ads for buyers, which is an important differentiator between OLX and its competitors. OLX also does not allow ads without photos – something they implemented 2 months ago. Every single advert that is reported is investigated and actioned accordingly. OLX uses the feedback of customers to increase quality content.
‘OLX is constantly evolving for the protection of the consumer. We want to make sure we are providing the best experience possible for all OLX users. Customer Service and content quality both play huge parts in making OLX a success, which is exactly why we are investing so much time in getting it right’, says Colette Van Montfort, OLX’s User Centricity Manager
OLX have hinted that some major product changes are in the pipeline but want to ensure they are ahead of the curve in the customer service department before any new features/ technology are introduced.
Since its launch in 2006, OLX has surpassed social media platform Twitter with over 360-million page-views per day. The company targets high-growth markets and has over 300-million monthly users across 45 countries.