MTN Chat offers self-service experiences to retain and grow customers

With more than 1.5 billion people in 180 countries using WhatsApp each month, offering chat commerce experiences on WhatsApp is one of the most effective ways to reach the majority of consumers who can immediately benefit from the telecommunications services offered in the channel.

There is no doubt that this solution is perfect for mobile operators around the world, where WhatsApp is the dominant social engagement channel.

MTN South Africa, which has partnered with Clickatell to launch MTN Chat, has understood this, allowing its customers to participate and purchase airtime through WhatsApp.

MTN Chat is part of MTN’s vision to significantly improve its digital business offering to increase its customer base through advanced services.

MTN Chat will allow customers to initiate purchases of airtime through WhatsApp within their chat session. Over time, customers will also be able to access customer service and self-service options, including performing updates, managing their accounts, and receiving low balance alerts.

MTN Chat

“Clickatell understands that mobile operators are under increasing pressure to deliver excellent customer service through the digital channels their customers prefer. By offering convenient services through a secure and convenient channel, MNOs can increase their transaction volume and attract and retain customers, which is critical in an era of continuous digital transformation and increasing competition,” explains Pieter de Villiers, Clickatell’s founder and CEO.

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Clickatell was named Best Fintech Solution at the AppsAfrica Awards last year and has already helped Absa Bank, GTBank, First Bank of Nigeria, and United Bank of Africa successfully deploy WhatsApp chat banking capabilities across Africa.

“It is imperative that companies focus on improving their self-service experiences to retain and grow customers. Clickatell’s offerings offer an easy, secure, and convenient way to give users control of their accounts through WhatsApp, a platform for which they already have affinity,” said Jacqui O’Sullivan, corporate affairs executive at MTN SA.

The WhatsApp enterprise API gives brands the ability to send notifications and have two-way conversations with WhatsApp consumers once they have opted in. Clickatell’s Touch Flow and Connect platforms allow MTN to unify its communication channels, customize user workflows, and purchase airtime through WhatsApp.

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