Mobile communications and chat commerce group Clickatell has been selected by retailer Pick n Pay to manage its WhatsApp customer communication channel.
The partnership will enable Pick n Pay’s nine-million Smart Shopper card customers to manage their Smart Shopper status and details through the WhatsApp channel, with access to new instant customer care and self-service options added to the loyalty programme in the chat.
The Pick n Pay WhatsApp channel menu currently hosts catalogues and frequently asked Covid-19-related questions, as well as a store locator, Smart Shopper card services and other customer services options.
The easy-to-navigate menu allows shoppers to choose which action they want to perform, including viewing their loyalty points balance, blocking their lost or stolen cards and ordering card replacements, as well as updating their personal details and enter competitions.
“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 Clickatell cofounder and CEO Pieter de Villiers.
“We are constantly looking to improve our customer service and to make it easier for our customers to engage with us,” adds Pick n Pay omnichannel head John Bradshaw.
“WhatsApp is a popular communication channel, so it made sense to launch a chat option for our customers to engage with us whenever they choose. Customers are loving the WhatsApp messaging function and the opportunity to get store or Smart Shopper information within seconds,” he concludes.