Cash Crusaders Launches e-Commerce Click & Collect Service

In a bold industry move, Cash Crusaders – leaders in second hand, quality new goods and secure loans, has built and launched Click &...

Latest Posts

Nigeria’s RxAll Secures Funding To Expand its Technology That Fights Fake Medicine

Founders Factory Africa (FFA) announced today that it has selected RxAll, an AI-hyperspectral platform for authenticating drugs,  into its venture scale programme. Launched in...

MTN Takes Interim Measures To Preserve Liquidity of MTN Zakhele Futhi

The liquidity of MTN Zakhele Futhi has been impacted by MTN’s decision not to declare a dividend in its financial results for the six...

Spring Into Action This Spring – 6 Steps To Buying The Perfect Home

Spring is one of the best seasons to buy a home. The weather is warming and the positive shift in weather is prompting people...

Lawyer Belinda Mapongwana Appointed as Chairperson of MTN Zakhele Futhi

MTN Zakhele Futhi, the black economic empowerment scheme of MTN Group, has tapped lawyer Belinda Mapongwana as its chairperson. Mapongwana will replace Sindisiwe Mabaso-Koyana, who...

Clickatell Launches Chat Desk to Shake Up the $1.3 Trillion Call Centre Industry

Clickatell, a global mobile communications and chat commerce firm, today announced the launch of Chat Desk, a digital contact centre solution that helps agents resolve customer queries and obtain customer insights in real-time using chat channels for live agent support.

The solution addresses the growing consumer demand for easy and personal experiences by transforming the traditional call centre with one simple integration.

“For decades, businesses have spent significant resources on the call centre experience – generating 265 billion customer service calls each year – and most of this investment does not create desired outcomes for businesses or consumers. It’s cost-prohibitive and doesn’t provide customers with the experience they expect,” said Jeppe Dorff, Chief Product and Technology Officer at Clickatell.

“Chat Desk addresses some of the biggest customer experience challenges today. It enables consumers to communicate on the chat channels they are most comfortable using, while enabling organizations to easily integrate chat to deliver the very best customer experience and not break the bank.”

A complete end-to-end chat solution, Clickatell’s Chat Desk enables live agents and their supervisors to communicate with customers over popular chat platforms such as WhatsApp, tracking tickets and chat histories.

“Our clients connect with each other all day, every day with instant messages,” said Shaun Kotwal, Head of Standard Bank Wealth and Investment, South Africa.

“By providing Clickatell’s dedicated Chat Desk, we can deliver a service that is more personalized than ever before – right where our clients are already communicating. A service that is not only simple, but also secure.”

By integrating chat channels within Chat Desk, businesses lower demand on costly, traditional voice channels and enable agents to resolve multiple chat requests simultaneously, lowering the cost per resolution and increasing customer satisfaction, Dorff explained.

Chat Desk’s real-time reporting and analytics provides agents with the ability to view customer sentiment and insights, and access customers’ outstanding and historical tickets. With these features, agents efficiently manage customer escalations by easily transferring inquiries to correct departments or specialized agents.

“Studies have shown that just three percent of customers enjoy using IVR (interactive voice response), yet 80 percent of interactions can be resolved by automation and engagement,” added Dorff.

“Chat Desk addresses this divide with a solution designed to delight customers and build brand loyalty.”

 

Chat Desk is cloud-based for fast deployments and instant updates, significantly lowering the risk for organizations.

Latest Posts

Nigeria’s RxAll Secures Funding To Expand its Technology That Fights Fake Medicine

Founders Factory Africa (FFA) announced today that it has selected RxAll, an AI-hyperspectral platform for authenticating drugs,  into its venture scale programme. Launched in...

MTN Takes Interim Measures To Preserve Liquidity of MTN Zakhele Futhi

The liquidity of MTN Zakhele Futhi has been impacted by MTN’s decision not to declare a dividend in its financial results for the six...

Spring Into Action This Spring – 6 Steps To Buying The Perfect Home

Spring is one of the best seasons to buy a home. The weather is warming and the positive shift in weather is prompting people...

Lawyer Belinda Mapongwana Appointed as Chairperson of MTN Zakhele Futhi

MTN Zakhele Futhi, the black economic empowerment scheme of MTN Group, has tapped lawyer Belinda Mapongwana as its chairperson. Mapongwana will replace Sindisiwe Mabaso-Koyana, who...

Don't Miss

Top 12 Students Chosen To Represent SA in Huawei’s ICT Competition

Huawei South Africa has announced the winning teams and individuals from the SA national finals round of its Global ICT Competition at an online...

Telkom Taps Ex-MTN Executive and Openserve Boss as Board Members

Telkom has announced the appointment of new board members after the retirement of independent non-executive directors Santie Botha and Khanyisile Kweyama. Botha and Kweyama will...

Vodacom Zero-Rates New COVID Alert SA App

This past week, the national Department of Health (DoH) launched a COVID Alert SA App – in partnership with Discovery - to strengthen the...

Judi Bola Online: A Complete Guide on Sports Betting

Games or sports have always been a relaxing and entertaining activity for all of us. There are different kinds of outdoor and indoor games...

Vodacom Joins SADC’s TCIB Instant Payments Scheme

Vodacom Group and the SADC Banking Association have signed a memorandum of understanding that will allow the Vodacom Group to join the South African...

Stay in touch

To be updated with all the latest news, offers and special announcements.