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CUSTOMER SERVICE

Customer service execs say tech and process problems hinder progress

By our News Team | 2022

Close to half of execs reported that customers find their payment technology hard to use, while 40% said reporting and analysis is disjointed.

Customer service executives are facing challenges in achieving revenue results, with 95% saying there are technology or process challenges in their departments that are hindering success. 

Notably, 43% said their customers find their payment technology hard to use, and 41% said reporting and analysis is disjointed.

This is according to the latest Chat Commerce Trends Report published by Clickatell, the international chat commerce company.

“Revenue-generating responsibilities of customer-service departments have significantly increased, while many of their technical capabilities have remained the same,” said Pieter de Villiers, Co-Founder and CEO at Clickatell.

Customer Service

Photo by Mikhail Nilov from Pexels

“With rising revenue expectations should also come the tools and investments that help customer-service departments meet them. Chat commerce, providing seamless and secure engagement and transactions, allows representatives to support customers along their entire path to purchase, while also encouraging the opportunity for increased sales.”

Customer service executives trust chat for sales and payments

Overwhelmingly, (96%) of customer service teams in these revenue-producing departments are responsible for taking payments from their customers, yet more than half still use antiquated processes – such as sending a bill or invoice (60%) or taking credit cards (53%). 

According to the report, 97% of leaders agree customer service teams would benefit by using chat-to-pay technology and nearly half (48%) of organisations that don’t currently accept chat payments plan to do so in the future. 

Additionally, 88% of leaders agree that using chat channels for payments will help meet revenue goals, while 97% said that chat payment investments pay for themselves.

WhatsApp, Google Chat and Facebook Messenger are the chat apps most used by customer service teams. Others that are popular include Instagram Chat, Apple Messages, WeChat and Telegram.

The survey findings also noted that email (30%) and chat apps (27%) are the most preferred channels for customer service agents, while phone calls (19%) are least preferred.

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    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.