A customer explains the problem to an agent
For CEOs, COOs and unit heads
Know what your customers are telling you. Today, not next quarter.
Your team reports upwards. Sikio reads every customer conversation across every channel and sends the picture straight to you: what's rising, what's new, and the actual messages behind it. No one summarising it first.
Lending, SACCOs and asset financeBanking and paymentsInsuranceHospitals and healthcareLarge retail and e-commerce
The filter
A customer complaint takes six weeks and four people to reach you. Most do not make it at all.
It becomes a line in a team report
Merged into a category with forty others
Summarised by someone it reflects on
You see a bullet point. Or nothing at all.
Meanwhile every one of those conversations is sitting in your systems, already written down, in the customer's own words. Nobody has ever read them together.
Three ways it reaches you
Written for someone with ten minutes, not ten hours.
You should not have to open a dashboard, and you should not have to ask someone to pull a report. If something moves sharply you hear about it that day. Everything else arrives as a two-minute read on Monday. The full picture sits behind it, whenever you want to look properly.
An alert the day a number changes sharply: a complaint theme spiking, a branch going wrong, or a product generating disputes.
A short read on what changed last week, on your phone. What's up, what's down, what's new.
The full picture, open to explore or query, with every conversation behind every number.
Your week in customer conversationsMon 24 Aug
Restructure requests up 34%
218 customers asked for more time this week, mostly on the 24-month product. Highest since March.
Read the 218 conversations ->New complaint theme emerging
41 customers mentioned the new payment reference format being confusing. First appeared 11 days ago.
Read the 41 conversations ->Nakuru branch 3x the complaint rate
Concentrated on collection agent conduct. Two customers mentioned contact outside permitted hours.
Read the 27 conversations ->Response times improved to 22 min
Down from 37 last week, following the routing change on Thursday.
See the breakdown ->Ask it yourself
The follow-up question, without sending it down the chain.
The question you would normally have to ask someone to look into, answered in seconds. Every answer is built from real messages, and every claim links back to them, so you are never asked to take a number on trust.
What have been the biggest complaints about the 24-month product?
Three themes account for most of it over the last 90 days, from 1,847 conversations mentioning the product.
Instalment amount not understood: 612 mentions, concentrated in sign-ups from the Eldoret and Nakuru branches.
Early settlement: 389 mentions, with customers asking how to pay off early and not getting a clear answer.
Device fault in months 2-4: 204 mentions, rising since June and strongly correlated with later default.
Open all 1,847 conversations ->Then hand it to your team
Seeing it is your half. The rest runs in the same system.
Route what matters
Routine questions get answered automatically. The ones that need judgement are identified and assigned to the right person immediately.
- Rule and AI-based assignment
- Human-supervised or fully automated
- Escalation on time and topic
Automate the follow-up
Collections, renewals, invoicing and appointment reminders run as workflows off your own data, with replies captured and fed back rather than discarded.
- Pre-due, missed payment, promise-to-pay
- Renewal and lapse prevention
- Contact-hour and conduct rules enforced
Run the whole operation
One place for WhatsApp, SMS, email, web chat and social, with your team, your permissions and a record of everything that happened.
- Shared inbox across every channel
- Roles and channel-level access
- Team performance reporting
How it starts
Your first pulse covers the last six months, not the last week.
Before anything changes, we read the customer conversations you already have and show you what's in them. It is the same analysis you will get every week, run once across your history, so the first thing you see is a baseline rather than an empty screen.
What you get
- What customers have been contacting you about, ranked by volume and by cost to serve
- Where conversations break down, by branch, product or segment
- The conversations that decided whether a customer paid, renewed or left
- Three things worth fixing or automating, with volumes attached
- A working session with your team, and everything queryable from day one
What we need from you
- An export, or a connection to the channels you already use
- A signed data processing agreement - we will provide it
- About an hour of your team's time to agree the categories
- Roughly three weeks from start to presentation
Priced as a fixed project. If you go on to a platform contract the fee is credited against your first quarter, and the weekly pulse starts immediately. Your data is deleted on an agreed date whether or not you proceed.
Controls and compliance
The questions your risk team will ask, answered before they ask them.
Data protection you can sign off
Built to GDPR principles and registered under Kenya's Data Protection Act. We act as processor on your written instruction, with a signed DPA and a named retention period.
Access control and audit
Role and channel-level permissions for every user, with a full activity log of who viewed, replied to or reassigned each conversation.
Conduct rules in the workflow
Contact hours, frequency limits and third-party contact restrictions are enforced by the engine, not left to whoever writes the template.
Every number shows its source
Nothing in the pulse or in an answer is a figure you have to trust. Every claim links to the conversations it came from.
Who you would be working with
Fifteen years of African messaging infrastructure behind it.
Sikio was founded by a co-founder of Africa's Talking and the founder of SMS Leopard, by a team that has spent fifteen years moving messages for businesses across Africa. Ideas Come To Life Ltd is an official Meta Business Partner.
We are a young product with a small number of enterprise customers, and we would rather say so than pretend otherwise. If you want to speak to one of them before committing, ask and we will arrange it.
See your own first pulse
Tell us roughly what you are dealing with and we will come back within a day.