Customer experience expert gives her take on how it all went wrong for the once-powerful global company that lost its brand values.
WhatsApp is one solution to keeping business connected with customers
By our News Team | 2021
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
Continent set to outpace projected global average and be the second-fastest-growing region after Asia, says macro-economic report.
Gathering is for the growing number of OOH entrepreneurs in Africa who are pioneering new ways to reach increasingly affluent audiences.
At least four global conglomerates have announced they are exiting the country. There are concerns that more may follow.
Youth agency discusses key marketing trends that will resonate with Generation Z consumers in an authentic and impactful way.
Two industry bodies team up to establish clear and consistent definitions and measurement guidelines for ads in Augmented Reality campaigns.
Study emphasises the impact of nostalgia on consumer behaviour, and how typography in ads and marketing material is a key influencer.
News reports say 14 infringement notices are being issued to organisations for contravening consumer-protection laws.
Brands will need to understand and tap into culture in a more nuanced and empathetic way than ever before, says Ogilvy.
This year’s conference and awards dinner takes place at Victoria Falls in May, under the theme ‘Elevate-Innovate-Thrive’.
Kalu has been with the agency since 2016 and brings a wide range of experience and professional expertise to his new role.