Creative Awards
The campaign theme for this year’s awards, marking the 45th time it has been held, is ‘Blood, Sweat and Tears’.
CHAT COMMERCE
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.
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