Global technology company Glovo has reaffirmed its commitment to strengthening trust in Nigeria’s digital and on-demand service economy through sustained investment in innovation, human capital, and operational excellence.

Speaking at the launch of the company’s new LiveOps Hub in Abuja, General Manager of Glovo Nigeria, Lamide Akinola, said the initiative underscores Glovo’s strategy of combining people, technology, and local insight to deliver reliable services across the country.

“Our approach combines people, technology, and local understanding. We are not just solving customer challenges; we are building trust in Nigeria’s digital economy by showing that reliability, innovation, and opportunity can coexist,” Akinola said.

Boosting Reliability and Real-Time Support

Akinola explained that the new Abuja facility integrates advanced Artificial Intelligence (AI) with human intelligence to ensure seamless and secure operations.

“The LiveOps Hub in Abuja reflects our investment in resilience and reliability. We’ve deployed redundant high-speed satellite links and hybrid backup systems — including generators and solar power — to ensure 24/7 uptime for customers, riders, and vendors,” she added.

The Abuja LiveOps Hub serves as a key support and operations centre for Nigeria’s fast-growing Quick Commerce (Q-Commerce) sector, addressing major challenges such as low digital trust, infrastructure instability, and the demand for real-time service delivery.

Setting New Service Benchmarks

With a team of over 100 trained professionals, the hub provides round-the-clock support to Glovo users nationwide. Its tiered support structure is organized into specialized “Pods” — including Refunds, Rider Support, and Vendor Relations — allowing staff to handle complex requests efficiently.

Since its inception in early 2025, the hub has achieved a 90% response rate within 30 seconds, setting a new benchmark for speed and reliability in Nigeria’s on-demand delivery industry.

Local Insight Meets Technology

Glovo emphasized that true customer excellence in Nigeria requires a blend of local expertise and digital tools. In cities with unmapped addresses and complex logistics, the Abuja-based team uses deep local knowledge — including neighbourhood layouts and landmark familiarity — to resolve routing challenges in real time.

“Technology alone isn’t enough. Our local team bridges the gap between AI and human understanding, ensuring every delivery feels personalized and reliable,” Akinola noted.

Developing Nigerian Digital Talent

Beyond operations, the Abuja facility doubles as the Glovo LiveOps Academy, designed to train and retain Nigerian talent. Team members receive continuous learning opportunities in customer service, business analytics, fraud detection, and project management — skills that contribute to Nigeria’s broader digital service ecosystem.

Akinola said the initiative demonstrates Glovo’s belief that talent development and digital innovation must go hand in hand to strengthen national competitiveness.

A Vision for Africa’s Quick-Commerce Future

The LiveOps Hub represents a major milestone in Glovo’s expansion strategy across Africa. It aims to set new standards for customer experience, operational excellence, and localized innovation, while supporting Nigeria’s evolving digital economy.

“Through this investment, Glovo is defining what exceptional service looks like in Africa’s Quick-Commerce sector — one built on trust, speed, and opportunity,” Akinola concluded.