Clickatell enables customers to be served via WhatsApp The easy to navigate menu allows shoppers to choose which action they want to perform
FAST COMPANY CONTRIBUTOR
CLICKATELL has been selected by leading African retailer Pick n Pay, to manage their WhatsApp customer communication channel. Customers can easily access Pick n Pay services by sending “Hi” to +27 60 070 3037. The easy to navigate menu then allows shoppers to choose which action they want to perform. The Pick n Pay WhatsApp channel currently hosts catalogues, Covid-19 FAQs, store locator, Smart Shopper card services and other customer services options. This partnership between Pick n Pay and Clickatell
enables customers to manage their Smart Shopper status and details via WhatsApp. This includes the ability for its nine million active Smart Shoppers to view their loyalty points balance, block their lost or stolen cards, as well as order card replacements. Also, customers can quickly and easily update their personal details and enter competitions. “According to Forrester, retail is leading the way in chat adoption, and we are excited to provide an engaging experience for Pick n Pay customers in chat. Consumers love chat and with the broad reach of
WhatsApp it is the perfect channel for Pick n Pay to serve their customers,” says Pieter de Villiers, chief executive and co-founder at Clickatell. Pick n Pay Smart Shopper has always been a firm favourite with South African shoppers and has recently been named as the most used loyalty programme in South Africa in the 2021 Truth & BrandMapp SA Loyalty Whitepaper. “We are constantly looking to improve our customer service and to make it easier for our customers to engage with us,” says John Bradshaw, head of Omnichannel at Pick n Pay.
