Tag: Infobip Africa

In Kenya's competitive banking and finance sector, converting customer interactions into successful transactions is critical. Financial institutions aim to distinguish themselves through this strategy. With the country’s rapidly expanding mobile penetration, there is a need for innovative communication strategies.

In the age of digital transformation, effective communication with customers is the key to success for businesses of all sizes. With 2.7 billion active users per month, WhatsApp has emerged as a powerhouse in the world of messaging apps. To harness its potential for enhancing customer experiences, you have two distinct options: WhatsApp business app and WhatsApp business platform (API).

The digital native culture and the rapid pace of technological advancements have triggered a revolution in the way we communicate, with the proliferation of online platforms and digital communication channels. It has brought about a significant transformation, leaving traditional forms of communication forever altered.

A survey conducted by Gartner has found that chatbots will become the primary customer service channel for about a quarter of the world’s organisations by the year 2027, having evolved over the past decade into a critical technology component of a service organisation’s strategy.

We are on the cusp of the festive shopping season, with Black Friday and Cyber Monday kicking off the spending spree in the run up to Christmas and Boxing Day. However, this year’s shopping season will be very different compared to previous years as a result of the COVID-19 pandemic. The upshot is that many South Africans are emerging from the pandemic with considerably less spending power.

The ongoing COVID-19 pandemic that is pushing businesses to rapidly reinvent the way they operate is an additional driving force for the uptake of Contact Centre as a Service (CCaaS) in South Africa, putting the future of the traditional contact centre model under considerable pressure.