Multinational telecommunication company, MTN South Africa has partnered with Clickatell, to launch MTN Chat, enabling its customers to engage and make airtime purchases over WhatsApp. Over time customers will be able to also access customer support and self-service options, including performing upgrades, managing their accounts, and receiving low balance alerts.
MTN Chat is part of the MTN vision to significantly enhance its digital business offering to boost its customer base through advanced services.
“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,” explains Pieter de Villiers, Clickatell Founder & CEO.
Clickatell voted Best Fintech Solution at the AppsAfrica Awards last year has already helped Absa Bank, GTBank, First Bank of Nigeria and United Bank of Africa successfully deploy chat banking capabilities on WhatsApp across Africa.
The WhatsApp Business API provides brands the ability to send out notifications and conduct two-way conversations with consumers within WhatsApp once they have opted in. Clickatell’s Touch Flow and Connect platform gives MTN the capability to unify its communications channels, customise user workflows and make airtime purchases over WhatsApp.
It added, “It is imperative that companies focus on improving their self-service experiences in order to retain and grow customers. The Clickatell offerings provides an easy, secure and convenient way of giving users control over their accounts through WhatsApp, a platform they already have an affinity for,” comments says Jacqui O’Sullivan, Executive for Corporate Affairs at MTN SA.
With over 1.5 billion people in 180 countries using WhatsApp every month, delivering chat commerce experiences on WhatsApp is one of the most efficient ways to reach a majority of consumers who can immediately benefit from the telecom services offered on the channel. There is no doubt this solution is perfect for MNOs around the world where WhatsApp is the dominant social engagement channel.