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97% of Internet Users in Kenya Use WhatsApp; Here’s How Businesses Can Reach Them

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Internet Users - Investors King

The COVID-19 pandemic has left many customer service departments under immense pressure to meet client expectations while keeping response times low. This is particularly important in competitive industries like eCommerce, travel and hospitality, where customer service is a priority.

To address this challenge, companies must enable their support staff with the right tools and channels to meet and exceed customer expectations.

WhatsApp should be one of these support channels for your business. According to the Global Web Index’s 2020 Social Media User Trends Report, Kenya has the highest percentage of monthly WhatsApp users compared to the rest of the world, with an astonishing 97% of internet users who use WhatsApp every month.

WhatsApp is clearly the preferred communication channel for Kenyans – and thanks to WhatsApp Business, your company can access the ultimate platform for conversational customer support.

The basics of the WhatsApp Business API

To help companies learn more about the WhatsApp Business API, CM.com has developed a guide that details best practices, features, use cases and how to integrate it into your customer journey.

  • Click here to download the full guide.

The WhatsApp Business Solution leverages the popular WhatsApp messaging application to make it easy for businesses and consumers to chat.

Just a year after the launch of WhatsApp Business, five million businesses had already started using it, which is not surprising since WhatsApp is the world’s most popular messaging service, with around two billion users.

Whether you are a small business looking to engage in intimate communications with your customers, or a large business that wants to send high volumes of support messages and notifications to thousands of customers in one go, WhatsApp Business offers the features and functionality to turbocharge your customer journey.

Smaller businesses can use the WhatsApp Business app for their communication needs, and medium-to-large businesses will need to use the WhatsApp Business API.

The API is designed for organisations that send high volumes of business messages, and it’s easy to integrate into your current customer service platform.

How the WhatsApp Business API can integrate into your customer journey

If you decide to integrate the WhatsApp Business API into your customer service system, there are three key steps that you should take.

1. Map out the customer journey and identify customer pain points

Determine the type of questions you wish to answer using the WhatsApp Business API by identifying friction points in your existing customer journey.

2. Identify top use cases and opportunities

Identify how to transform your pain points into opportunities by building use cases.

3. Choose what use cases to begin with

Decide which use cases offer the highest impact and fastest implementation.

Key functionalities enabled by the WhatsApp Business API

The WhatsApp Business API offers more than just a messaging service; it provides various additional functionalities that can streamline the customer journey.

These include:

Automation – You can integrate automated flows into your WhatsApp Business Solution by leveraging interactive templates that use buttons with pre-defined answers.

Chatbot – You can add a chatbot to your WhatsApp Business Solution that can handle recurring jobs before handing over to a customer support consultant.

This is only the tip of the iceberg when it comes to harnessing the power of the WhatsApp Business Solution. CM.com’s extensive guide offers a more in-depth look into the WhatsApp Business API and how it can help accelerate your business.

Leading conversational commerce business CM.com (https://bit.ly/3fw04EC) is happy to help you with any questions you may have about implementing the WhatsApp Business API into your customer service system.

CEO/Founder Investors King Ltd, a foreign exchange research analyst, contributing author on New York-based Talk Markets and Investing.com, with over a decade experience in the global financial markets.

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Technology

Vivo Launches New Smartphone

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Vivo 21 Pro - Investors King

Vivo has launched the V21/V21e smartphone to make professional smartphone imagery accessible to all users.

The innovation is the latest in Vivo’s longstanding V-series of smartphones, “which has a long history of providing consumers with fashion-forward, camera-focused devices at competitive prices,” a statement explained.

It noted that the V21e features a 44MP AF Front Camera which combines AI Night Portrait for a rich photography and videography experience and the V21 boasts of a unique Optical Image Stabilisation (OIS) on the front and rear cameras all designed in a bid to enhance everyday life for users.

Also, the new Vivo V21e brings together Vivo’s best-in-class front-camera hardware, combined with cutting-edge software and autofocus features for clearer images, better night shots and more stabilised videos in 4K quality.

“The powerful 44MP front camera with f/2.0 aperture allows for greater light exposure even in environments where lighting is limited. Through the hardware and software integration, the Super Night Selfie features multi-level exposure and multiple high-quality image frames, enhancing the brightness and details of night scenes, as well as ensuring better clarity of portraits.

“Together with the AI Night Portrait, which combines a multi-frame noise reduction algorithm and AI high-definition technology, it is easy for users to capture great night photos.

“At the same time, the impressive 64MP rear camera provides outstanding image quality, brought to life with the support of a set of secondary cameras to respectively handle macro photography, along with wide-angle and more complex shots.

“Both front and rear cameras can capture 4K quality images and videos, while the Electronic Image Stabilization (EIS) builds in greater stabilisation through software algorithms without the need for additional hardware, saving space and thus reducing the size of the phone,” it added.

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Five Largest Internet Companies Hit 1.7 Million Employees, a 60% Increase in a Year

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The digital transformation fuelled by the COVID-19 has speeded up the growth of the world’s largest internet companies. Today, these tech giants employ more people than ever and generate revenue counted in tens and hundreds of billions of dollars.

According to data presented by BuyShares, Amazon, Alibaba, Alphabet, Facebook, and eBay, as the world’s largest internet companies by the total workforce, hit more than 1.7 million employees, a massive 60% increase in a year.

Amazon Created 500,000 New Jobs Amid COVID-19 Crisis

Amazon has consistently topped the ranking as an online company with the biggest workforce, but the COVID-19 pandemic has widened the gap as eCommerce has boomed since then. While many companies were forced to cut jobs in face of the pandemic, the tech giant went on an unprecedented hiring spree in 2020. According to the company’s data, the eCommerce behemoth created 500,000 new jobs last year, adding to its already sizeable workforce.

With roughly 1.3 million employees across the globe, Amazon is only the second US company to employ more than a million people. The US retail giant Walmart currently employs 2.2 million people around the world.

With such a staggering workforce and millions of customers worldwide, Amazon undoubtedly is a money machine. Last year, the company’s revenue surged by 37% YoY to $386bn, and according to the report by CNBC, the online retailer generates more than $800,000 every minute.

Alibaba’s Workforce Surged by 113% in a Year

Alphabet, Google’s parent company, ranked as the second-largest online company by the number of employees. In 2020, the tech giant reported over 135,000 full-time employees, 16,400 more than a year before.

However, China’s biggest eCommerce company, Alibaba Group, witnessed even more impressive workforce growth. Alibaba emerged as one of the country’s biggest corporate winners of the COVID-19 crisis. The multinational tech giant gained the opportunity to expand its business significantly in 2020, as demand for its services and online marketplace traffic surged amid the lockdowns.

The company’s earnings report for the fiscal year 2021 revealed the eCommerce giant had more than 251,000 full-time employees in March, an impressive 113% increase in a year.

Statistics also showed the number of active consumers across Alibaba’s online shopping properties jumped by 11% YoY to 811 million in the first quarter of 2021, while the company’s annual revenues grew by 40% YoY to over 717 million yuan.

Facebook, ranked as the fourth-largest internet company based on the number of employees. The social media giant created 13,600 new jobs last year, with the total number of employees rising to 58,600.

As the fifth-largest company on this list, PayPal increased its workforce by 14% in this period and hit 26,500 employees globally.

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E-commerce

Nigeria, South Africa, Kenya Lead in E-commerce in Sub-Saharan Africa

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A new research conducted by Visa has shown that Nigeria, South Africa and Kenya are the largest e-commerce contributors in Africa in the last three years.

In the report titled ‘Visa Research Reveals SA, Nigeria and Kenya Are Top Drivers of E-commerce Volumes in SSA’, said Ghana was also showing signs of growth after replacing Kenya in the top three contributors in 2020.

The report noted that while Sub-Saharan Africa might be one of the smallest regions of e-commerce globally, it showed consistent growth potential.

During the COVID-19 lockdown, the region’s new e-commerce users grew by 5 percent when compared to the active base in the preceding year.

The report said, “The most important e-commerce enablers – the ability to access financial services, digital payment channels and digital infrastructure – are starting to take hold across SSA.

“Although cash may remain the dominant payment instrument in the region for now, there are signs that this will eventually change.

“In Nigeria, for example, cash is still particularly prevalent, while in Kenya mobile money is most popular and many South Africans choose cards as their main payment methods.”

The COVID-19 pandemic had pushed consumers towards digital payments in the key e-commerce markets for SSA, it stated.

Lineshree Moodley, the Head of Visa Consulting and Analytics in Sub-Saharan Africa, said, “The three leading markets in SSA are starting to mature, providing the region with an established foundation and, when twinned with the growing penetration of e-commerce, it offers players in the payment space an opportunity they can capitalise on while helping to further accelerate the expansion of e-commerce in the region.”

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