REDWOOD CITY, CALIFORNIA - EQS - 26 March 2019 - MTN South Africa has partnered with globalcustomer engagement company, Clickatell,to launch MTN Chat, enabling its customers to engage with the telco overWhatsApp.
MTN Chatwill enable customers to initiate purchase of airtime and data bundles withintheir WhatsApp chat session. Over time customers will be able to also accesscustomer support and self-service options, including performing upgrades,managing their accounts, and receiving low balance alerts. MTN Chat is part ofthe MTN vision to significantly enhance its digital business offering to boostits customer base through advanced services.
"Clickatell understands that mobile operatorsare under increasing pressure to deliver excellent customer service over thedigital channels their customers prefer. By offering convenient services over asecure, convenient channel, MNOs can both increase their transactional volumeand attract and retain customers -- something that is paramount in an age ofcontinuous digital transformation and growing competition," explains Pieter de Villiers,Clickatell Founder & CEO.
Clickatell has already helped Absa Bank, GTBank,First Bank of Nigeria and United Bank of Africa successfully deploy chatbanking capabilities on WhatsApp across Africa.
Clickatell is a WhatsApp Business solution provider.The WhatsApp Business API provides brands the ability to send out notificationsand conduct two-way conversations with consumers within WhatsApp once they haveopted in. Clickatell's Touch Flow and Connect platforms gives MTN thecapability to unify its communications channels, customise user workflows andconnect to internal systems.
"It is imperative that companies focus onimproving their self-service experiences in order to retain and grow customers.The Clickatell offerings provides an easy, secure and convenient way of givingusers control over their accounts through WhatsApp, a platform they alreadyhave an affinity for," comments says Jacqui O'Sullivan, Executive for CorporateAffairs at MTN SA.
De Villiers says Clickatell's low effort, highreturn offerings can propel mobile network operators onto a digitaltransformation road that differentiates them from their competitors.
"Clickatell has worked hard to ensure that itssolution deployments are far less challenging than typical enterprise platformintegrations. With over 1.5 billion people in 180 countries using WhatsAppevery month, delivering chat commerce experiences on WhatsApp is one of themost efficient ways to reach a majority of consumers who can immediatelybenefit from the services offered on the channel. There is no doubt thissolution is perfect for MNOs around the world where WhatsApp is frequentlyused."
With over 1.5 billion people in 180countries using WhatsApp every month, delivering chat commerce experiences onWhatsApp is one of the most efficient ways to reach a majority of consumers whocan immediately benefit from the telecom services offered on the channel. Thereis no doubt this solution is perfect for MNOs around the world where WhatsAppis the dominant social engagement channel."
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