South Africa MTN has partnered with customer engagement company Clickatell to launch MTN Chat, enabling its customers to engage with the telco over WhatsApp
Clickatell stated that MTN Chat will enable customers to initiate the purchase of airtime and data bundles within their WhatsApp chat session. Over time, customers will also be able to access customer support and self-service options, including upgrades, account management, and low-balance alerts.
MTN Chat is part of MTN’s vision of significantly enhancing its digital business offering to boost its customer base through advanced services.
Pieter de Villiers, Clickatell founder and CEO, said, “Clickatell understands that mobile operators are under increasing pressure to deliver excellent customer service over the digital channels their customers prefer. By offering convenient services over a secure, convenient channel, MNOs can both increase their transactional volume and attract and retain customers–something that is paramount in an age of continuous digital transformation and growing competition.”
Clickatell has worked successfully with Absa Bank, GTBank, First Bank of Nigeria and United Bank of Africa to deploy chat banking capabilities across Africa on WhatsApp.
Clickatell is a provider of WhatsApp Business solution. The WhatsApp Business API provides brands with the ability to send notifications and conduct two-way conversations with WhatsApp consumers once they have opted in. Clickatell’s Touch Flow and Connect platforms enable MTN to unify its communication channels, customise user workflows and connect to internal systems.
Jacqui O’Sullivan, an executive for corporate affairs at MTN SA, added, “It is imperative that companies focus on improving their self-service experiences in order to retain and grow customers. The Clickatell offerings provide an easy, secure and convenient way of giving users control over their accounts through WhatsApp, a platform they already have an affinity for.”
De Villiers said Clickatell’s low effort, high-return offerings can propel mobile network operators onto a digital transformation path that differentiates them from their competitors.
