WhatsApp is one solution to keeping business connected with customers

By our News Team | 2021

Part of a successful omnichannel marketing and branding strategy requires the adoption of new digital technology solutions.
To meet the changing demands of customers today, businesses need to improve the customer experience of their brand and drive better relationships across all possible channels and touchpoints.  Chat application WhatsApp has fast become an essential channel in any omnichannel marketing and branding strategy. Its reach and rich media support make it the most popular messaging service in over 100 countries.

It has more than 2.5-billion active global users – and many people in Africa across all ages and income brackets use it as their primary communication method. In Africa, many businesses prefer it to email as a reliable communication channel.
The WhatsApp Business API helps businesses to create a more significant impact on customer satisfaction. It improves brand reach and message deliverability rates. It enables secure conversations with customers, increasing conversions and assisting with achieving critical business goals.

WhatsApp can be used in various scenarios, such as appointment reminders, shipping alerts, order notifications, product demonstration videos, verification codes, boarding passes, and two-way customer surveys and support messages.
If employed correctly, chat applications can elevate business communications. In WhatsApp’s case, it can drive customer engagement with private, real-time business-to-consumer conversations delivered on demand and on a real-time basis.

Understanding the data

Yet an omnichannel strategy is not just about adding new channels. It needs to involve understanding the data and also which channel would yield the best results. A reputable technology provider understands the nuances of the data. This, too, is essential in driving meaningful insights to enhance business capabilities and competitive advantage. 

Omnichannel experiences are redefining the customer journey and offering businesses and consumers better, more intuitive ways of engaging. However, the implementation of AI in data analytics to feed omnichannel is extremely important to make the most of such implementations. 

The right technology partner is thus an essential step to maximising WhatsApp and any other channel that a business may wish to use to connect with its customers, suppliers and other partners.

Source: AlphaCodes and own reporting

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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.