MTN South Africa has collaborated with global customer engagement company Clickatell to roll out MTN Chat, enabling its customers to engage with the telco over WhatsApp.
MTN Chat will allow customers to purchase airtime and data bundles within their WhatsApp chat session. Furthermore, customers will be able to access customer support and self-service options, including performing upgrades, managing their accounts, and receiving low balance alerts. The service is part of MTN’s idea to significantly boost its digital business offering through advanced services.
The Founder & CEO of Clickatell, Pieter de Villiers, stated, “Clickatell understands that mobile operators are under increasing pressure to deliver excellent customer service over the digital channels their customers prefer. By offering convenient services over a secure channel, MNOs can both increase their transactional volume and attract and retain customers – something that is paramount in an age of continuous digital transformation and growing competition.”
Clickatell has already assisted Absa Bank, GTBank, First Bank of Nigeria and United Bank of Africa to offer chat banking services on WhatsApp across Africa.
Clickatell is a WhatsApp Business solution provider. The WhatsApp Business API offers brands with the capacity to send out notifications and conduct two-way conversations with consumers within WhatsApp once they have opted in.
The Executive for Corporate affairs of MTN SA, Jacqui O’Sullivan, stated, “It is imperative that companies focus on improving their self-service experiences in order to retain and grow customers. The Clickatell offerings provides an easy, secure and convenient way of giving users control over their accounts through WhatsApp, a platform that they already have an affinity for.”
De Villiers concluded, “Clickatell’s solution deployments are far less challenging than typical enterprise platform integrations. With over 1.5 billion people in 180 countries using WhatsApp every month, delivering chat commerce experiences on WhatsApp is one of the most efficient ways to reach a majority of consumers who can immediately benefit from the services offered on the channel.”