Global communications platform for business, Infobip will provide WhatsApp customer communication services and its Conversations CPaaS-based contact centre system to Senegal mobile operator Expresso.
According to a press release communication services provider, combining WhatsApp with Infobip's in-house developed Conversations cloud contact centre software gives Expresso Senegal a powerful tool to manage customer communications and multiple use cases, from technical support to sales and loyalty programs.
Using Conversations means less strain on Expresso customer agents and streamlined internal processes for improved communication and ultimately, a better customer experience, it added.
"Mobile operators worldwide are increasingly adopting cloud-based customer communication solutions, in no small part driven by the COVID-19 pandemic which stressed the need to make remote services available to subscribers.
As one of the most popular messaging apps in the world, WhatsApp is widely used to connect brands and mobile users, and Infobip has been a launch partner of WhatsApp business messaging," the release said.
“We’re delighted to partner with Expresso Senegal and provide them with the latest trend in customer communication. This is well beyond just a trend, this is a momentous change in the way businesses engage with their customers, and we are certain Expresso will see an immediate improvement and increased customer satisfaction”, says Mirza Bukva, Regional Director of Telecom Partnerships, Infobip Francophone Africa.