Infobip helps traders meet customers on their preferred channels
Global cloud communications company Infobip is set to partner with Kenyan businesses to help them meet their customers on their preferred channels and boost return on investment and revenues.
It plans to leverage its omnichannel capabilities to aid companies deploy tools and technologies to help them understand their customers more deeply through the use of data and analytics designed to predict their behaviour.
According to the firm's Africa lead for retail and e-commerce James Gachie, customers want to communicate with businesses and brands on the channels they use every day.
Up to 75 per cent of them would easily shift to a different product or service purely based on their customer experience. Businesses must therefore meet them at their points of preference to mitigate attrition,” Gachie said.
He added that social media has made it easy for people to give real-time feedback on service whether good or bad, and especially bad service.
“The digital revolution has given the customer the power to determine how they want to be treated, and companies no longer have the advantage of setting the terms of engagement, which now falls squarely on the customer,” said.
The firm processes over 37 billion interactions monthly worldwide.
Key sectors in Kenya that are currently leading the customer experience race include telecoms, banking and finance, e-commerce, travel and hospitality, insurance, transport and logistics as well as retail.
“We have been able to deploy innovations in these sectors that are democratising interactions between businesses in these sectors and their customers,'' Gachie said.
This, he said, includes the deployment of an AI-based WhatsApp chatbot solution powered by Infobip in key businesses that are helping onboard unique users and generate new leads through the popular channel.
The company recently unveiled a blueprint to enable brands to embed conversational experiences for customer communication for both retention and growth.
The blueprint details how businesses can design end-to-end customer journeys through chat apps to boost customer loyalty and sales. BY THE STAR
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