Trust is at the core of our operations – Kusnap Africa CEO

Idorenyin Iwe is the co-founder/CEO of Kusnap Africa Limited, an e-commerce platform connecting buyers and sellers in a user-friendly and secure environment. In this interview, Iwe said Kusnap is more than just an e-commerce platform. “We are dedicated to revolutionising the way you shop and sell online.” He regrets that Nigeria’s and Africa’s infrastructural gaps can pose difficulties in ensuring timely deliveries. Daniel Obi brings the excerpts.

Kusnap is an e-commerce platform connecting buyers and sellers that was launched in the year 2020. Could you briefly and explicitly explain to us how Kusnap Africa operates?

Kusnap Africa is an online marketplace designed to enable individuals, entrepreneurs, and businesses of all sizes to list and sell their products and services. Our core mission is to simplify and enhance trade across Nigeria and Africa by bridging the gap between buyers and sellers in a seamless, secure, and user-friendly environment.

While the official platform we know today has evolved greatly over the years, the foundational idea has always been to ensure that anyone—regardless of their location—can showcase their products and connect with interested buyers. Here is how Kusnap works in simple terms:

• Account creation: Users sign up on our platform and create a profile.
• Product listing: Sellers can then list their products or services at no cost. They provide images, descriptions, prices, and any additional details that help inform potential buyers.
• Search and discovery: Buyers visit the website or use our mobile platform to search for products using categories, filters, or even directly contacting sellers.
• Negotiation and purchase: Once buyers find what they need, they can communicate securely with the seller, negotiate pricing if necessary, and complete the transaction.
• After-Sales support: We offer support channels and integrated services to improve the overall customer experience.

Does it operate only within Nigeria or globally, and tell us the kind of products it deals on?

Kusnap Africa primarily focuses on Nigeria but has been built with the entire African continent—and eventually the global market—in mind. We currently have a strong presence in several Nigerian cities, and our expansion strategies are focused on reaching more African countries. Ultimately, our vision is to facilitate trade across borders in a way that benefits both local sellers and international buyers looking to do business in Africa.

As for product categories, Kusnap does not limit sellers to specific items. Our platform supports a wide array of listings:

• Electronics and Gadgets (mobile phones, laptops, home appliances)
• Fashion and Beauty Products (clothing, footwear, cosmetics)
• Automobiles and Spare Parts
• Home and Office Equipment
• Agricultural Products (farm produce, processed goods)
• Services (photography, digital marketing, consulting, and more)

Essentially, any product or service that can be legally traded is welcome on Kusnap. Visit our website (www.kusnap.com) and mobile apps (iOS and Android) to see what we’re doing.

How does Kusnap platform differentiate itself from other e-commerce operator platforms?

Kusnap stands out through several key differentiators:

• Free listings and zero commissions: We allow sellers to list their products at no cost and do not charge commission fees on sales for those transacting outside the platform. Although there is a small fee for those using our escrow services. This lowers the entry barrier for small businesses and individuals looking to move their trade activities online.
• User-friendly experience: We prioritise simplicity and intuitive navigation on our website and mobile apps. From account creation to product listing and buyer-seller communication, each step is streamlined.
• Localised approach: We understand the local market nuances in Nigeria and other African countries. Our customer support, logistics partnerships, and marketing strategies reflect an in-depth understanding of local consumer behaviour.
• Focus on SMEs: While we cater to all types of sellers, we place a significant emphasis on helping small and medium-sized enterprises (SMEs) scale quickly. We provide them with necessary tools, data insights, and opportunities to widen their customer base.
• Community trust and safety: Beyond just matching buyers and sellers, we have dedicated resources to foster a reliable and trustworthy marketplace. This includes reviewing listings, incorporating user feedback, and implementing safety protocols.
• AI assistance: Kusnap is the first open marketplace in Nigeria and Africa that is working to incorporate artificial intelligence (AI) to enhance transactions for both buyers and sellers. At this point, we cannot disclose so much, but we’re working very hard behind the scenes.

Trust is a major issue in connecting buyers and sellers; how do you handle this?

Building trust is at the core of our operations. We have introduced a number of measures to ensure our platform remains safe:

• Verification processes: Sellers undergo verification checks. While this may not be mandatory for every item, we’re working to ensure that verified sellers get a badge, which reassures buyers of authenticity.
• Ratings and reviews: We encourage customers to provide reviews and rate sellers. Reputable sellers with high ratings naturally gain more traction, which self-regulates the marketplace.
• Secure communication: Our platform offers secure channels for negotiation and direct messaging between buyers and sellers so that personal details are not easily compromised.
• Education and awareness: We share guidelines and safety tips with users, helping them recognise red flags (e.g., suspiciously low pricing or requests for unusual payment methods).
• Escrow service: At Kusnap, we offer an escrow service as an additional layer of security for our customers. We encourage buyers to make payments through Kusnap’s platform, where we securely hold the funds until the transaction is completed to the buyer’s satisfaction. Only then do we release the payment to the seller. This ensures that sellers cannot abscond with buyers’ money, providing peace of mind for both parties. Kusnap is proud to be the first to implement this innovative safety measure, setting a new standard in e-commerce security.

Overall, we want to create a culture of transparency so that both buyers and sellers feel confident about transactions on Kusnap.

You opened your doors in the year 2020, but it appears you have operated silently. Is this a deliberate market strategy? And what challenges do you face in scaling operations, and how are you addressing them?

We have been around for a while. We registered with the Nigerian government in 2018 and publicly launched in 2020. In the early years, Kusnap’s concept was evolving, and we primarily focused on product development, market research, and refining the user experience. Rather than aggressively advertising, we chose to grow organically, relying on word-of-mouth and smaller marketing efforts to fine-tune our platform and ensure it could handle larger user volumes without compromising quality.

Challenges & how we’re addressing them:

• Infrastructure and technology: To handle large-scale traffic, we have invested heavily in cloud-based solutions that can scale on demand.
• Logistics Network: Nigeria and Africa’s infrastructural gaps can pose difficulties in ensuring timely deliveries. We are now partnering with reputable logistics companies and encouraging sellers to use verified shipping solutions.
• Payment systems: We continually integrate popular payment channels (bank transfers, mobile money, etc.) to accommodate different customer preferences.
• Brand awareness: While we initially operated quietly, our current marketing and PR push are aimed at driving awareness. We’ve collaborated with influencers and industry partners to highlight our unique benefits to potential users.

What strategies do you use to enhance the user experience and drive customer engagement?

• Continuous platform improvements: We conduct regular user surveys and analyse feedback to identify pain points. Updates to our user interface and search functionality reflect these insights. We have a fantastic UI/UX team that is currently leading this effort.
• Customer support: Our team is accessible through multiple channels—email, live chat, and phone lines—to quickly resolve user issues.
• Community-building content: We invest in blog posts, social media engagement, and educational materials. These resources help users maximise the benefits of Kusnap, from product listing tips to marketing advice for sellers.
• Targeted promotions and campaigns: We run special promotions and campaigns (festive, seasonal, and location-based) that incentivise users to list more products and buyers to discover deals.
• AI assistance: As mentioned previously, we are investing heavily in AI development to help with user experience, customer engagement, and real-time business management.

How does your platform handle data security and protect customers’ personal information?

Data security is paramount to us. We implement industry-standard practices to ensure confidentiality, integrity, and availability of user information:

• Encryption: All sensitive data, including user credentials, is encrypted both in transit (using HTTPS/SSL protocols) and at rest.
• Secure servers and firewalls: We use reputable cloud service providers equipped with firewalls and intrusion detection systems to block unauthorised access.
• Regular security audits: Our technical team routinely conducts vulnerability assessments and penetration testing to identify potential weaknesses.
• Compliance with regulations: We adhere to Nigeria’s Data Protection Regulation (NDPR) and other relevant international privacy laws like the GDPR, where applicable.

Since you connect buyers and sellers, how does Kusnap then come in in terms of logistics and goods delivery to ensure customer satisfaction and efficiency?

Kusnap acts as a facilitator by collaborating with recognised logistics partners to offer reliable shipping solutions right from our platform. Here’s how we handle it:

• Logistics partnerships: We have curated lists of third-party delivery services, enabling sellers and buyers to choose the most suitable option. This is new, and we’re still working on it.
• Integrated shipping solutions: Our platform allows sellers to easily provide shipping details and estimated delivery times.
• Tracking capabilities: Where possible, we integrate tracking systems so that buyers can monitor the status of their order. Again, this is new, and we’re still developing it.
• Standardised policies: We encourage sellers to establish clear shipping and return policies, which builds trust and ensures a transparent buyer-seller relationship.

What is your vision for the future of e-commerce, and how does your platform align with that vision?

We envision an Africa where e-commerce is both accessible and inclusive, empowering anyone with an internet connection to become an active participant in the digital economy. This goes beyond just buying and selling; it includes financial services, logistics, and support systems that give entrepreneurs, SMEs, and individuals the chance to thrive.

Kusnap’s role in this future includes:

• Wider geographical reach: Expanding across more African countries with localised platforms that cater to each market’s unique needs.
• Enhanced technology: Integrating AI-driven tools for product recommendations, fraud detection, and more efficient customer service.
• Capacity building: Providing training, tools, and resources to African entrepreneurs to help them scale their businesses online.
• Collaborations: Fostering partnerships with financial institutions, logistics providers, and tech innovators to build a robust e-commerce ecosystem.

For Idorenyin Iwe, you are a top engineer. How and why did you find love in marketing?

I’ve always been passionate about problem-solving, and engineering is fundamentally about solving complex challenges through innovation and precision. However, marketing offers a unique opportunity to bridge the gap between technology and the people who use it. It’s one thing to build a fantastic product, and it’s another thing entirely to communicate its benefits in a way that resonates with customers.

In essence, my love for marketing stemmed from realising that technology is only as powerful as the number of lives it can positively impact. Marketing provides the narrative, connects the dots, and ensures that innovations are understood, embraced, and widely adopted. This synergy of engineering and marketing helps me ensure that Kusnap’s technology delivers true value to our users—helping them see the possibilities our platform can open up for their businesses and personal endeavours.

Kusnap Africa remains committed to building trust, ensuring secure transactions, and growing a community of engaged buyers and sellers. As we expand, we will continue to leverage our tech-driven approach and user-centric philosophy to deliver unparalleled value to the African e-commerce landscape.