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

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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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Multichoice Nigeria Rolls Out Tariff Increase Despite Tribunal’s Interim Order

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Multichoice Nigeria, a prominent Pay TV provider, has proceeded with the implementation of tariff adjustments for its DStv and GOtv subscribers, despite an interim order issued by a competition and consumer protection tribunal (CCPT) in Abuja.

On April 24, Multichoice announced plans to increase prices for its cable services, scheduled to take effect from May 1.

However, the CCPT ruled that the company should refrain from raising rates as initially scheduled, following an ex-parte motion presented by the applicant’s counsel.

Despite the tribunal’s interim order, checks conducted by Nairametrics revealed that Multichoice Nigeria has forged ahead with the tariff increase, with the new prices being displayed and enforced on its official website.

For DStv Premium subscribers, the price has surged from N29,500 to N37,000, while Compact Plus subscribers now face an increase from N19,800 to N25,000.

Similarly, Compact, Confam, and Yanga subscribers witness price hikes, ranging from 20% to 25% compared to previous rates.

GOtv subscribers also experience a similar fate, with tariff adjustments reflecting significant increases across various subscription packages.

Despite legal injunctions, Multichoice Nigeria’s decision to proceed with the price hike signals a bold move in a highly contested legal battle.

The Acting Chairman of the Federal Competition & Consumer Protection Commission (FCCPC), Adamu Abdullahi, disclosed that Multichoice had provided a detailed explanation for the price adjustments in a four-page letter to the commission.

The company cited factors such as foreign exchange fluctuations, high electricity tariffs, and operational costs as drivers behind the rate revisions.

Abdullahi explained that the FCCPC would scrutinize Multichoice’s justifications for the price hike, collaborating with regulatory bodies like the National Broadcasting Commission (NBC) and the Nigerian Communications Commission (NCC) to ensure compliance with market regulations.

The decision to proceed with the tariff increase has sparked concerns among consumer rights advocates, who question Multichoice’s adherence to legal directives.

Despite the company’s rationale for the price adjustment, critics argue that subscribers should not bear the brunt of economic challenges beyond their control.

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Nigeria’s OPay Valuation Hits $2.7 Billion Amid Digital Payments Surge

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Nigeria’s OPay, the fintech startup that has been making waves in the country’s digital payments landscape, has seen its valuation soar to $2.7 billion.

This represents over 30% since its Series C funding round in 2021.

This surge in valuation shows the exponential growth of Nigeria’s digital payments sector and the increasing prominence of financial technology companies within the nation’s economy.

The valuation update comes from recent corporate filings made by Opera, an early investor in OPay. Opera’s stake in OPay gradually declined over the years to 6.4% by 2021.

However, a strategic move in early 2023 saw Opera increase its stake to 9.4% after selling its Asian fintech subsidiary, Nanobank, to OPay in exchange for equity in the company.

According to filings with the US Securities and Exchange Commission (SEC), Opera valued its 9.4% stake in OPay at $253 million, reflecting the $2.7 billion valuation of the fintech startup.

OPay’s meteoric rise can be attributed to several factors, including Nigeria’s increasing adoption of digital payments and the company’s innovative services.

The surge in digital payments volumes, driven in part by an ill-timed currency redesign that led to cash scarcity, has propelled OPay’s growth.

As more Nigerians turned to fintech apps like OPay for transactions, the company experienced a quadrupling of its user base in 2023, accompanied by a revenue growth of over 60% on a constant currency basis, according to Opera.

Despite its rapid growth, OPay, like other fintech companies, faces challenges related to fraud and customer safety concerns.

Regulatory bodies, including the Central Bank of Nigeria, have tightened rules on account safety, highlighting the need for OPay and similar companies to address these issues while continuing to innovate and expand their services.

As Nigeria’s digital payments ecosystem continues to evolve, OPay’s rising valuation underscores its position as a key player in driving financial inclusion and transforming the country’s economy through innovative technology solutions.

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ALTON and ATCON Call for Tariff Review and Regulatory Independence

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The Association of Licensed Telecoms Operators of Nigeria (ALTON) and The Association of Telecommunications Companies of Nigeria (ATCON), representing Mobile Network Operators (MNOs) and telecommunication firms in Nigeria, have jointly raised concerns over the current state of the telecom industry.

In a unified call to action, they have urged the federal government to address critical issues such as tariff review and regulatory independence to ensure the sector’s sustainability and growth.

Despite facing significant economic challenges, Nigeria’s telecommunications industry has not adjusted its general service pricing framework upwards in over a decade.

ALTON and ATCON attribute this stagnation to regulatory constraints that have hindered the industry’s ability to align pricing with economic realities.

They argue that the current price control mechanism, which does not reflect market conditions, poses a threat to the sector’s viability and investor confidence.

In a statement released over the weekend and jointly signed by ALTON Chairman Gbenga Adebayo and ATCON President Tony Izuagbe Emoekpere, the associations highlighted a range of challenges plaguing the telecom sector.

These include unsustainable tariff structures, lack of regulatory independence, infrastructure deficits, a harsh business environment, multiple taxation and regulations, prohibitive Right of Way (RoW) charges, inadequate power supply, and vandalism of telecommunications infrastructure.

The industry leaders stressed the urgent need for collaborative efforts between the public and private sectors to overcome these obstacles.

They called for constructive dialogue with industry stakeholders to address pricing challenges and establish a framework that balances consumers’ affordability with operators’ financial viability.

Furthermore, ALTON and ATCON emphasized the importance of regulatory independence in fostering a conducive environment for the telecom sector.

They advocated for the sustenance of a culture of independence within the regulatory landscape to safeguard against undue influence and ensure the impartiality of regulatory decisions. Regulatory neutrality and independence, they argued, are crucial for maintaining public confidence and encouraging investment in the sector.

ALTON and ATCON reaffirmed their commitment to working collaboratively with the government to address the challenges facing Nigeria’s telecommunications industry.

They urged the government to prioritize infrastructure development, enhance security measures, and facilitate pricing adjustments to unlock the sector’s full potential.

The call by ALTON and ATCON underscores the pressing need for regulatory reforms and policy interventions to drive sustainable growth and development in Nigeria’s telecom sector.

As stakeholders await government action, the industry remains hopeful that concerted efforts will pave the way for a more resilient and competitive telecommunications landscape.

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