Background:
In Q3 2024, we observed a rapid increase in demand from Ghanaian customers for iTunes, Amazon, and Google Play gift card exchanges. However, the market faced issues such as non-transparent exchange rates, slow response times, and low customer trust.

Solutions Implemented (September 2024):

• Established a Local Customer Support Team
  Hired two English-speaking representatives in Ghana to provide real-time consultation and order updates via WhatsApp.
  Average response time reduced from 3 hours to under 12 minutes.

• Introduced an Automated Exchange Rate Update System
  Retrieved real-time exchange rate data from international APIs every 30 minutes, automatically displayed on the transaction page.
  Ensured price fluctuation remained within ±2% daily for Ghanaian customers.

• Enabled Real-Time Online Exchanges
  Reduced average transaction time to less than 3 hours.

• Improved Exchange Rates
  Amazon gift card rate increased to 90%, Apple gift card rate increased to 96%.

• Integrated WhatsApp API for Automatic Quotation
  Enhanced communication efficiency.

• Optimized Redemption Process and Risk Control
  Implemented AI-based risk detection system to identify fraudulent card activity and ensure legal compliance.
  90% of transactions completed and funds transferred within 30 minutes.

Results:

• Customer satisfaction increased to 95.2% (based on WhatsApp survey, sample size: 618).

• Monthly transaction volume rose from 210 to 620 gift cards, nearly tripling.

• User retention rate improved from 41% to 78%.

• Monthly profit increased by GHS 1,200.

• Supplier collaboration time shortened from 7 days to 3 days.

• Customer satisfaction score rose from 3.5 to 4.7 (out of 5).