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Clickatell Launches Chat Desk and Chat Flow Solution for Contact Centres

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Clickatell, the leader in mobile communications and chat commerce, has launched its Chat Desk and Chat Flow solutions delivering a superior customer experience through chat.

Clickatell combines the power of Chat Desk, a live-agent digital contact centre solution, with Chat Flow, a chat commerce workflow builder, providing automated chat with drag-and-drop, no-code, functionality. With this holistic solution, consumers will connect with brands through Chat Flow automated chat, also known as unassisted chat, and then if the consumer needs additional support, they seamlessly shift to a live agent or assisted chat, through Chat Desk.

By making customer service accessible with popular chat apps, brands eliminate long hold times for agents in contact centres, and meet consumers’ needs faster and more conveniently in chat apps that they already use daily. The adoption of chat is growing faster than any other digital channel with WhatsApp having over 2 billion global users and Facebook Messenger over 1.3 billion users.

“Clickatell’s Chat Commerce takes the wait, the frustration, and inconvenience out of the customer service experience for our clients,” said Cerika Henning, Business Development Executive at Company Partners (www.CompanyPartners.co.za). “Our customers are reassured quickly and conveniently that their inquiries will be taken care of through chat. Adding the chat channel as a method to engage with our consultants has been extremely effective and a great way to build trust with our customers.”

“Chat Desk and Chat Flow working together or separately make it easy for brands to meet consumers where they are consistently – on chat apps – enhancing customer experience while reducing friction associated with contact centre customer service,” said Jeppe Dorff, Chief Product and Technology Officer at Clickatell. “A number one reason consumers leave brands and abandon payments is due to bad and frustrating customer experience. Adding chat apps as a channel in contact centres makes brands easily reachable and prevents frustration. Added to this, chat increases customer engagement, creating an opportunity to up and cross sell to customers, turning a cost centre into a profit centre.”

“To join the mobile chat revolution, brands with existing contact centre solutions don’t need to rip and replace, but instead can add or up-level their customer service by adding chat as an additional channel with Chat Desk and Chat Flow to boost productivity and customer experience,” added Dorff. “By doing so, brands put themselves in consumers’ contact lists right next to friends and family, and engage with consumers when they want to engage, which boosts the customer experience.”

Since chat is asynchronous communication, consumers can reach out from anywhere, anytime, get the company’s response, and then chat back at their convenience. With the seamless flow from automated chat to a live agent, consumers no longer have to repeat themselves because the chat content and history is there for the consumer, agent, and supervisor to see.

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APPON Honours Danbatta For e-Procurement Delivery

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The Association of Public Procurement Practitioners of Nigeria (APPON) has conferred the Executive Vice Chairman and Chief Executive Officer of the Nigerian Communications Commission (NCC), Prof. Umar Danbatta, with the “Excellent Service Delivery and Accountability Award”.

The award was in recognition of Danbatta’s outstanding performance and contribution to the canons of the public procurement profession in Nigeria by ensuring that the NCC complies strictly with the provisions of the Public Procurement Act (PPA) 2007.

He received the award at the 3rd Annual National Conference and Awards Ceremony organized by the APPON in Lagos recently.

Danbatta was adjudged to have led an NCC that is transparent and open and compliant with the provisions of public procurement as enshrined in applicable laws of the land.

In his remark, APPON National President, Akparawa Kanico, congratulated the EVC for his remarkable leadership and ability to inspire everyone around him towards ensuring effective procurement process in the Commission.

He stated that the leadership finesse and administrative prowess of Danbatta have reflected in the impressive growth that the telecoms sector has witnessed in being an enabler of growth in other sectors of the economy and the national economy as a whole.

Responding, the Danbatta appreciated the organisers of the Awards for the recognition while describing it as ‘a great motivation to him and the Commission to be more transparent, open and process-driven in its procurement activities.’

Meanwhile, speaking on the topic: “Implementation of e-procurement in Nigeria: Prospects and Challenges” at the event, Danbatta said broadband connectivity, being driven by the Federal Government, through the Commission, will enhance electronic procurement (e-procurement) that will ensure greater accountability and transparency in governance process in Nigeria.

He stressed that e-procurement was the way to go and that the Commission will continue to create the enabling environment required for e-procurement to thrive through NCC’s dedicated commitment to driving the attainment of ubiquitous broadband connectivity across Nigeria. 

Danbatta said Nigeria’s investment in broadband infrastructure is yielding substantial benefits for the country’s e-procurement sector, revolutionizing the way businesses engage in procurement processes, especially Government-to-Business (G2B) and other e-government activities.

“With the new administration in the country making broadband connectivity an outstanding pillar in its policy thrust, the Commission would continue to focus on improving broadband infrastructure to change the landscape of procurement governance, and help to unlock new possibilities for businesses and public institutions. 

“With improved Internet connectivity, businesses across the country now have faster and more reliable access to e-procurement platforms, enabling them submit proposals, monitor tender opportunities in real time, and participate in online bidding process,” he said.

At the event, two members of staff of the Commission were inducted as APPON Fellows. They are Adejoke Atte, NCC’s Head of Procurement Department and a Principal Manager in the department, Bernard Kwembeh.

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Innovations

MTN Nigeria Invests Over N100m on 2nd Edition of Media Innovation Programme 

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The second edition of the MTN Media Innovation Programme commenced on May 15, 2023. MTN Nigeria is investing over 100 million Naira in this second edition of the programme, which is aimed at building the capacity of media practitioners in Nigeria.

The investment fulfils the organisation’s commitment to impacting the Nigerian media industry through intensive training that opens the participants to knowledge about media convergence, technology, and the future of combining outstanding reporting with media technology. 

The MTN Media Innovation Programme is a fully funded six-month Fellowship for 20 fellows executed by the School of Media and Communication, Pan-Atlantic University. The programme will also include a study trip to the University of Witwatersrand South Africa, a visit to the MTN Innovation Centre, amongst other engagements.

Speaking to the process that led to the conceptualisation of the intervention, Chief Corporate Services Officer, MTN Nigeria, Tobechukwu Okigbo said, “When MTN commemorated its 20th milestone in Nigeria, we had a conversation regarding the challenges facing the media in Nigeria and how we can intervene. We put a paper together, took it to the Board, it was approved, hence we are here today.

“The world is constantly changing, and media practice has been altered with advancements in technology. The modern media practitioner needs to remain innovative, which is the essence of the MIP. We have seen the impact of the programme among media practitioners and are motivated by the value this cohort will bring to media practice in Nigeria.”

MTN Nigeria is committed to enabling innovation in Nigeria by investing in the necessary infrastructure such as the 5G technology and human resources. At the end of the programme, every MIP fellow will experience improved knowledge of the telecommunications industry in Nigeria and how it ties to media innovation. This will help the practitioners understand and interrogate telecommunication industry trends when necessary. The programme will also enhance the quality of writing and reporting within the industry to ensure they are at the forefront of global reportage of technological trends. 

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Enterprise

Andela Rwanda Launches Apprenticeship Program to Connect Africa’s Top Organizations with Talent

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Andela, the global network for remote technical talent, has announced the launch of the Andela Rwanda Apprenticeship Program, a 12-week program that aims to introduce global organizations to the vast potential of up-and-coming Rwandese tech talent.

The apprenticeship program offers companies the chance to build their team with graduate apprentices from the Andela Technical Leadership Program (ATLP). The ATLP is Andela Rwanda’s signature accelerator program, in partnership with the country’s Ministry of ICT and Innovation,  empowering Rwandese nationals with the prerequisite software engineering they need to be future tech leaders. 

The ATLP simulates a real-world technology product setup, where participants learn to work within a team to build web applications with best practices based on Javascript and its associated frameworks. The program has so far successfully trained 380 junior engineers from across ten different African countries, with over 70% of the graduates from the ATLP currently employed. There are currently 150 additional learners in the program. 

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