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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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E-commerce

Jumia Grabs Opportunity for Black Friday Deals

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Black friday

Black Friday is a concept that originated in the United States, but the yearly retail fever has had a popularity boom across Africa in recent years, with customers moving to take advantage of the best deals that retailers have available.

Jumia, which is a marketplace with its focus placed on Africa quickly grabbed this opportunity when it first introduced the Black Friday event about nine years ago across its markets in Africa, focusing mainly on Egypt and Cairo which are the company’s top two cities when considering volume of orders.

Since its inception, the company has witnessed staggering levels of success with the event, and company data reveals that the love which consumers have for Black Friday has been increasing across the continent every year.

During the 2020 Black Friday event, the top sellers on the Jumia platform saw a 141% year-on-year increase in the amount of items sold, with one out of three clicks on average being a new customer. The company also said that it witnessed an increase in brand appetite across every one of Jumia’s 10 markets during last year’s sale, which lasted every Friday in November.

The trend is expected to continue this year’s version of Jumia’s Black Friday, as it is running from November 5 until November 30.

The company which is based in Nigeria has entered into partnerships with major brands like Adidas, HP, Unilever and Diageo, as well as with thousands of sellers in order to provide consumers the best deals on a very wide range of products.

The CEO of Jumia Nigeria, Massimiliano Spalazzi told Lagos-based Vanguard that the Black Friday programme has been a success every year, and is the biggest sale of the year.

He also stated that the 2021 Black Friday campaign will place focus on strengthening the company’s position as a brand within the African market, and providing support to the sellers.

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Fintech

NQR Payment Solution Excites Nigerians: Everyone Can Now Pay Sharp Sharp

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Since the NQR payment solution was introduced to the Nigerian market in March of this year, it has reached millions of Nigerians across major markets in different states.  Lagos, Ibadan, Abuja, Kano, Uyo, and Portharcourt are just a few of the states that have witnessed the fast seamless, and reliable NQR payment solution.

Business owners and customers across Nigeria have embraced NQR en masse as a result of the market penetration drive, citing the convenience, speed, and reliability of the payment option.

The NQR Payment Solution is a secure QR-code-based payments and collections platform that allows customers and business owners to accept and make payments for goods and services. The payment system will bring together all of the country’s closed QR code schemes for a more consistent user experience and faster digital adoption.

The campaign was led by several popular celebrities who thrilled the market crowds and showcased how the NQR works. Mercy Johnson, Mercy Aigbe, Odunlade Adekola, Real Warri Pikin, Saddiq Sani Saddiq, Bisola Aiyeola, and Nedu were a few of the ambassadors for NQR.  They encouraged business owners to sign up for NQR, and encouraged customers to make payments with NQR.

The NQR payment solution team recently toured Southern Nigeria, with comedians Edo Pikin and Real Warri Pikin leading the train to sensitize the people about how the NQR merchant app works and how customers can #PaySharpSharp with live demonstrations.

NQR agents also went through the markets educating both business owners and customers about NQR’s benefits. Representatives from several commercial banks were also on ground to address business owners’ concerns. Everyone learned about the NQR payment system and had the opportunity to test it out as well as express their satisfaction with it.

NQR is now available in a store near you.

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Technology

Over 100 Million Windows-targeted Malware Developed in 2021 Alone

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Malware
According to data analyzed and presented by Atlas VPN, 2021 marks a record year for the development of new Windows malware. Even though 2021 has another month to go, cybercriminals have already developed a whopping 107.28 million unique threats targeted at Windows devices.
The data for the analysis was provided by AV-TEST GmbH, an independent research institute for IT security. The figures were last updated on November 23, 2021.
Interestingly, the creation of new malware types targeted towards Windows OS devices has been growing steadily since 2012. On average, the quantity of new malicious software samples grows by 9.5 million or 23% YoY.
This year so far, we see 107.28 million new threats for Windows OS, representing a 16.53 million or 18% increase over 2020.
In other words, cybercriminals employed more of their resources towards Windows OS than ever before. To put things in perspective, threat actors developed around 328 thousand malware samples daily in 2021.
Cybercriminals work together to reduce costs
The fact that malicious software is easier to develop than ever before contributes to this unprecedented increase in risks.
Hackers no longer require advanced programming abilities because they can buy ready-made malware code, customize it to their needs with a little coding, and create an entirely new malware type.
Moreover, the wide availability of hackers-for-hire made prices ridiculously cheap. For example, one of our earlier analyses uncovered that hiring attacks on the dark web cost as little as $250 per attack.

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