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CUSTOMER SERVICE
SA shopping centre unveils interpreting service for deaf customers
By our African Marketing Confederation News Team | 2025
Deaf and hard-of-hearing shoppers are able to scan QR codes available at key points to connect with an interpreter via video call.
South Africa’s Eastgate Shopping Centre, located just outside Johannesburg, has introduced a real-time interpreting service for its deaf shoppers.
Photo: Eastgate Shopping Centre
The project is a collaboration with Convo South Africa to improve accessibility and convenience for the hearing-impaired community. Convo claims to be the world’s largest deaf-owned business with over 500 employees serving five countries in 10 different languages.
Through this partnership, the shopping centre provides on-demand access to South African Sign Language (SASL) interpreters at customer service points located across the centre. Deaf and hard-of-hearing shoppers are able to scan QR codes displayed at these points to connect with an interpreter via video call.
According to Eastgate, the service is quick, intuitive and offered at no cost to the customer.
“Inclusivity should not be an afterthought,” says Saadiyah Kahn, the centre’s General Manager. “We’ve been looking closely at how we can better accommodate shoppers with varying needs, and this partnership with Convo is an important first move. We are committed to ensuring every customer feels seen, understood and respected.”
In a press release, Eastgate says integrating the technology into its customer-service offering “is a step towards shaping an environment where communication barriers are actively removed. The rollout also signals the need to rethink how public spaces can better serve all members of the community”.
The centre is one of the largest shopping venues in greater Johannesburg and houses 200-plus retailers and various other services.
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