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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.

Is the CEO/Founder of Investors King Limited. A proven foreign exchange research analyst and a published author on Yahoo Finance, Businessinsider, Nasdaq, Entrepreneur.com, Investorplace, and many more. He has over two decades of experience in global financial markets.

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Starlink Pulls Plug on Ghana, South Africa, and Others

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Starlink, the satellite internet service operated by SpaceX, has announced the cessation of services in countries including Ghana and South Africa.

This decision comes as a significant blow to users who have come to rely on Starlink for their internet connectivity needs.

The decision, set to take effect by the end of April 2024, will disconnect all individuals and businesses in unauthorized locations across Africa, including Ghana, South Africa, Botswana, and Zimbabwe.

While subscribers in authorized countries such as Nigeria, Mozambique, Mauritius, and others can continue to use their kits without interruption, those in affected regions face imminent loss of access.

One of the reasons cited by Starlink for the discontinuation is the violation of its terms and conditions.

The company explained that its regional and global roaming plans were intended for temporary use by travelers and those in transit, not for permanent use in unauthorized areas. Users found in breach of these conditions face the termination of their service.

Furthermore, Starlink’s recent email to subscribers outlined stringent measures to enforce compliance.

Subscribers who use the roaming plan for more than two months outside authorized locations must either return home or update their account country to the current one. Failure to do so will result in limited service access.

The decision to discontinue services in certain countries raises questions about the future of internet connectivity in these regions.

Also, concerns have been raised about Starlink’s ability to enforce the new rules effectively. Reports indicate that the company has previously failed to enforce similar conditions for over a year, raising doubts about the efficacy of the current measures.

Starlink’s decision to pull the plug on Ghana, South Africa, and other nations underscores the complexities of providing satellite internet services in diverse regulatory environments.

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Nigeria’s Broadband Penetration Stalls at 42.53% Amid Connectivity Challenges

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Nigeria’s broadband penetration has stalled at 42.53% as of January, according to the latest report.

Subscriptions currently stand at 92.19 million, indicating a significant gap in connectivity, particularly in rural areas.

The Nigerian National Broadband Plan 2020-2025 aims to increase broadband penetration to 70% by 2025, with the ultimate goal of achieving 96% mobile broadband coverage by 2030.

However, this ambitious target requires substantial investment—approximately $461 million, according to a recent report by the Global System for Mobile Communications Association (GSMA).

While the country’s major telecommunications companies, such as MTN Nigeria and Airtel Africa, have invested heavily in expanding their network infrastructure, much of this development has been concentrated in urban areas. Rural and underserved regions face a significant coverage gap, exacerbating the digital divide.

Despite these challenges, Nigeria has made progress in improving its broadband infrastructure. Since 2012, the mobile broadband coverage gap across Africa has decreased from 56% to 13% in 2022, due to significant investments in network capacity and new technologies.

Nonetheless, millions of Nigerians, particularly those in rural regions, remain without access to essential telecom services.

To address this issue, Nigeria’s government established the Universal Service Provision Fund (USPF) in 2006, aimed at bridging the connectivity gap and expanding broadband access to unserved and underserved areas.

The fund provides resources for deploying telecommunications infrastructure in economically unviable regions.

The success of these initiatives, along with increased investments in broadband infrastructure and policies to incentivize internet expansion in remote areas, will be crucial in closing the connectivity gap and improving digital access for all Nigerians.

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iPhone Shipments Drop Amid Resurgence of Android Rivals

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Apple iPhone 14

Apple Inc. reported a significant drop in iPhone shipments during the March quarter, reflecting a downturn in sales across China amid the resurgence of competition from Android-powered rivals.

According to market tracker IDC, the tech giant shipped 50.1 million iPhones in the first three months of the year, a 9.6% year-on-year decline that fell short of the average analyst estimate of 51.7 million.

The steep decrease in iPhone sales marks Apple’s most significant quarterly dip since 2022, when Covid-19 lockdowns disrupted supply chains.

This time, the Cupertino-based company faces challenges from resurgent competitors such as Huawei Technologies Co. and Xiaomi Corp.

These firms have rebounded strongly in recent quarters, and their innovative product lines have begun to reclaim market share from Apple in China.

Samsung Electronics Co. regained its position as the top smartphone supplier globally, while Apple ranked second. Xiaomi closed the gap on Apple, shipping 40.8 million units, an impressive 33.8% increase year-on-year.

Transsion Holdings, another key player in the budget smartphone segment, nearly doubled its shipments, showcasing the competitive environment Apple faces.

Nabila Popal, research director at IDC, highlighted the broader shift in the smartphone market, which has recovered from the supply chain disruptions and challenges of recent years.

“While Apple has demonstrated resilience and growth in recent years, maintaining its pace and share in the market may prove challenging as Android manufacturers make strides,” Popal commented.

Apple has a strong brand and loyal customer base, yet its market position may be tested further by the aggressive pricing and innovative products offered by Chinese rivals.

The company’s efforts to sustain its premium pricing strategy may also be challenged as more customers consider switching to Android alternatives.

As the tech industry looks ahead to the rest of the year, Apple’s upcoming earnings report and strategic moves to address this competitive pressure will be closely watched by investors and industry observers alike.

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