WhatsApp ‘chat commerce’ option launched for retailer’s customers

By our News Team | 2021

New service enables Smart Shopper loyalty members to use WhatsApp for loyalty points queries, competition entries and other services 24/7.

Leading African retailer, Pick n Pay, recently unveiled a chat commerce solution on WhatsApp aimed at giving its nine million Smart Shopper loyalty clients near-instant access to customer care and self-service options.

Members of the programme can access a range of Pick n Pay services by sending the word “Hi” to a specified number. A menu then allows shoppers to choose which action they want to perform. Possible actions include the ability to view a member’s loyalty points balance, block lost or stolen cards, order card replacements, update personal details, locate a store, or enter competitions.

“According to [research company] Forrester, retail is leading the way in chat adoption, and we are excited to provide an engaging experience for Pick n Pay customers in chat. Consumers love chat and with the broad reach of WhatsApp it is the perfect channel,” said Pieter de Villiers, CEO and Co-Founder at Clickatell.

Photo courtesy of Clickatell

Looking for new ways to engage with customers

Clickatell is a specialist in mobile communications and chat commerce, and has operations in Nigeria, South Africa, Canada and the US. It has partnered with Pick n Pay on the project.

“We are constantly looking to improve our customer service and to make it easier for our customers to engage with us. WhatsApp is a popular communication channel, so it made sense to launch a chat option for our customers to engage with us whenever they choose,” explained John Bradshaw, Head of Omnichannel at Pick n Pay.

The Pick n Pay Group operates close to 2 000 stores in eight countries across southern Africa, including a 49% investment in TM Supermarkets in Zimbabwe.

Dr Kin Kariisa

Group CEO - Next Media

Dr. Kin Kariisa is an extraordinary force at the helm of Next Media Services, a conglomerate encompassing NBS TV, Nile Post, Sanyuka TV, Next Radio, Salam TV, Next Communication, Next Productions, and an array of other influential enterprises. His dynamic role as Chief Executive Officer exemplifies his unwavering commitment to shaping media, business, and community landscapes.
With an esteemed academic journey, Dr. Kariisa’s accolades include an Honorary PhD in exemplary community service from the United Graduate College inTexas, an MBA from United States International University in Nairobi, Kenya, a Master’s degree in Computer Engineering from Huazong University in China, and a Bachelor’s degree in Statistics from Makerere University.
Dr. Kariisa pursued PhD research in Computer Security and Identity Management at Security of Systems Group, Radboud University in Nijmegen, Netherlands. As a dynamic educator, he has shared his expertise as a lecturer of e-Government and Information Security at both Makerere University and Radboud University.

Dr Kin did his PhD research in Computer Security and Identity Management at Security of Systems Group, Radbond University in Nigmegen, Netherlands. He previously served as a lecturer of e-Government and Information Security at Makerere University in Kampala, Uganda and Radbond University in Netherlands.

Dr Kin did his postgraduate courses in Strategic Business Management, Strategic Leadership Communication and Strategies for Leading Successful Change Initiatives at Harvard University, Boston USA.

  • Other current and previous roles played by Dr Kin Kariisa:
  • Lecturer of e-Government and Information Security to graduate students at Makerere University, Kampala and Radbond University in the Netherlands
  • Director of Eco Bank Uganda Limited, one of the largest banks in Africa
  • Chairman of the National Association of Broadcasters, an umbrella industry association for all Television, Radio and online broadcasters in Uganda.
  • Chairman of Board of Directors of Nile Hotel International, that owns the leading hotel in Uganda, Kampala Serena Hotel.
  • Chairman of Board of Directors of Soliton Telmec Uganda, the leading telecom company in Optic fibre business managing over 80% of optic fibre in Uganda.