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Clickatell’s Connect Interact and Transact (CIT) event in Joburg reveals how chat commerce is sparking a convenience revolution

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  Clickatell www Clickatell com a CPaaS innovator and Chat Commerce leader spoke to attendees at its annual Connect Interact and Transact CIT event in Joburg on Tuesday about the new era of Chat Commerce and how businesses can lay the groundwork for a new way of serving customers Big name local brands also provided real world insights on how they re turning their chat channels into strong personal customer experiences at scale and generating new revenue streams Entitled Turning Conversations into Commerce the event was attended by an impressive roster of business and technology leaders from across the continent and moderated by Werner Lindemann Senior Vice President of Enterprise Sales Growth Markets at Clickatell Guest speaker Bronwyn Williams futurist economist and business trends analyst shared a fascinating look at the future of technology and the many exciting opportunities that lie ahead Williams noted that through the use of AI and other rapidly evolving technologies chat is becoming more and more intuitive However he noted that while the goal of the new technology was to make chatbots almost indistinguishable from humans any effective advance communication with customers needs to happen in real time and more importantly where they are and from where they are a way that feels natural and safe non disruptive He summed up his presentation by urging business leaders to carefully consider how they automate to optimize cost savings while maintaining a sustainable human connection with their customers Building on these insights Pieter de Villiers co founder and CEO of Clickatell took a closer look at what happens when brands engage with their customers where they are building on the convenience revolution first proposed by ShepHyken De Villiers opened by challenging the audience to question the real value of time and how his clients weighed the value of convenience As anyone in retail will tell you location location location is everything And with chat now having almost twice as many active users as the Internet there can be no better place than your customers address book the most valuable location of all said de Villiers De Villiers noted that the features of the mega platforms Meta and WhatsApp would take Chat Commerce to a whole new level and said that soon there would be nothing that could be done on the Internet that couldn t be done in chat Convenience is not difficult to achieve If you meet your customers where they are you can not only create a closer and more authentic engagement with them but you re also giving them back what we all crave time he shared A robust panel discussion followed allowing Clickatell customers and partners to share their experiences and learnings with the audience As for the value of chat Daniela Birnbaum channel partner manager at WhatsApp EMEA praised local brands that she said are leading the charge when it comes to building a strong WhatsApp channel She also noted that South Africa is ahead of many other EMEA regions when it comes to chat adoption Gareth Bray BD Partnerships Lead EMEA Business Messaging Group for Meta shared that the rapid advancement in features has catapulted WhatsApp from a simple text channel to a customer engagement platform where brands can create personal relationships with their customers from very effective way It is this ability to personalize communication that has enabled local airline FlySafair to take its digital offering to the next level No matter where I made my reservation when you type Hello in the WhatsApp channel you can immediately access my reservation We are particularly excited about how quickly we can roll out new features to the channel and being able to reduce call center involvement has greatly benefited customers and our business said Eswee Vorster CEO and CIO of FlySafair As for how local retail brands had embraced chat Lynne Blignaut head of customer loyalty and rewards at Dis Chem shared that allowing customers to order chronic prescription drugs via WhatsApp has been a game changer Typically we only see 50 of people actually sticking to their chronic medication for up to six months out of the year Being able to reach more people and ensure they stick to their chronic medication and stay healthy by expanding the platforms they can use to order their medication without queuing is a huge step forward Of course adding a payment option to this will have a huge impact on the overall customer journey and we can t wait to see this happen she shared De Villiers summed up the conversation by saying WhatsApp is ubiquitous and secure We see adding integrated payments as the next logical step and we have no doubt that it will be the only transformational thing that will keep customers engaged and a bold step towards the convenience revolution The night culminated with the presentation of three Chat Commerce Awards The first was for FlySafair which is now running all its deal day messages on WhatsApp The second went to aYo Holdings which uses WhatsApp to onboard its more than 12 million microinsurance clients Finally the Chat Commerce Innovator of the Year was awarded to Imperial Logistics for its use of chat platforms in a B2B environment In closing Lindemann said The chat industry is currently valued at around 80 billion and it s no surprise that brands want to use this as a catalyst for their digital transformation The continued advancements made by WhatsApp provide the ideal platform for our customers to turn their imaginations into reality and we look forward to many more innovative use cases emerging in the next 12 months To learn more about how Chat Commerce can help your business connect with your customers visit www Clickatell com
Clickatell’s Connect Interact and Transact (CIT) event in Joburg reveals how chat commerce is sparking a convenience revolution

1 Clickatell (www.Clickatell.com), a CPaaS innovator and Chat Commerce leader, spoke to attendees at its annual Connect Interact and Transact (CIT) event in Joburg on Tuesday about the new era of Chat Commerce and how businesses can lay the groundwork for a new way of serving customers.

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2 Big-name local brands also provided real-world insights on how they’re turning their chat channels into strong, personal customer experiences at scale and generating new revenue streams.

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3 Entitled “Turning Conversations into Commerce,” the event was attended by an impressive roster of business and technology leaders from across the continent and moderated by Werner Lindemann, Senior Vice President of Enterprise Sales – Growth Markets at Clickatell.

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4 Guest speaker, Bronwyn Williams, futurist, economist, and business trends analyst, shared a fascinating look at the future of technology and the many exciting opportunities that lie ahead.

5 Williams noted that through the use of AI and other rapidly evolving technologies, chat is becoming more and more intuitive.

6 However, he noted that while the goal of the new technology was to make chatbots almost indistinguishable from humans, “any effective advance communication with customers needs to happen in real time and, more importantly, where they are and from where they are.”

7 a way that feels natural and safe.” non-disruptive.” He summed up his presentation by urging business leaders to carefully consider how they automate to optimize cost savings, while maintaining a sustainable human connection with their customers.

8 Building on these insights, Pieter de Villiers, co-founder and CEO of Clickatell, took a closer look at what happens when brands engage with their customers where they are, building on “the convenience revolution” first proposed by ShepHyken.

9 De Villiers opened by challenging the audience to question the real value of time and how his clients weighed the value of convenience.

10 “As anyone in retail will tell you, location, location, location is everything.

11 And with chat now having almost twice as many active users as the Internet, there can be no better place than your customers’ address book, the most valuable location of all,” said de Villiers.

12 De Villiers noted that the features of the mega-platforms, Meta and WhatsApp, would take Chat Commerce to a whole new level and said that soon there would be nothing that could be done on the Internet that couldn’t be done in chat.

13 “Convenience is not difficult to achieve.

14 If you meet your customers where they are, you can not only create a closer and more authentic engagement with them, but you’re also giving them back what we all crave, time,” he shared.

15 A robust panel discussion followed, allowing Clickatell customers and partners to share their experiences and learnings with the audience.

16 As for the value of chat, Daniela Birnbaum, channel partner manager at WhatsApp EMEA, praised local brands that she said are leading the charge when it comes to building a strong WhatsApp channel.

17 She also noted that South Africa is ahead of many other EMEA regions when it comes to chat adoption.

18 Gareth Bray, BD & Partnerships Lead EMEA – Business Messaging Group for Meta, shared that the rapid advancement in features has catapulted WhatsApp from a simple text channel to a customer engagement platform where brands can create personal relationships with their customers from very effective way.

19 It is this ability to personalize communication that has enabled local airline, FlySafair, to take its digital offering to the next level.

20 “No matter where I made my reservation, when you type ‘Hello’ in the WhatsApp channel, you can immediately access my reservation.

21 We are particularly excited about how quickly we can roll out new features to the channel and being able to reduce call center involvement has greatly benefited customers and our business,” said Eswee Vorster, CEO and CIO of FlySafair.

22 As for how local retail brands had embraced chat, Lynne Blignaut, head of customer loyalty and rewards at Dis-Chem, shared that allowing customers to order chronic prescription drugs via WhatsApp has been a game changer.

23 “Typically, we only see 50% of people actually sticking to their chronic medication for up to six months out of the year.

24 Being able to reach more people and ensure they stick to their chronic medication and stay healthy, by expanding the platforms they can use to order their medication without queuing, is a huge step forward.

25 Of course, adding a payment option to this will have a huge impact on the overall customer journey, and we can’t wait to see this happen,” she shared.

26 De Villiers summed up the conversation by saying, “WhatsApp is ubiquitous and secure.

27 We see adding integrated payments as the next logical step and we have no doubt that it will be the only transformational thing that will keep customers engaged and a bold step towards the convenience revolution.” The night culminated with the presentation of three Chat Commerce Awards.

28 The first was for FlySafair, which is now running all its deal-day messages on WhatsApp. The second went to aYo Holdings, which uses WhatsApp to onboard its more than 12 million microinsurance clients.

29 Finally, the Chat Commerce Innovator of the Year was awarded to Imperial Logistics, for its use of chat platforms in a B2B environment.

30 In closing, Lindemann said: “The chat industry is currently valued at around $80 billion and it’s no surprise that brands want to use this as a catalyst for their digital transformation.

31 The continued advancements made by WhatsApp provide the ideal platform for our customers to turn their imaginations into reality, and we look forward to many more innovative use cases emerging in the next 12 months.” To learn more about how Chat Commerce can help your business connect with your customers, visit www.Clickatell.com.

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