The social media-based customer support will not only drive a holistic shopping experience but also revolutionize e-commerce
Ajua, formerly mSurvey, has partnered with tech giant, Facebook to automate commercial interactions and customer support for small and medium-sized enterprises (SMEs) using WhatsApp.
The “Janja solution” will enable automated customer support, borderless banking, and payments across apps and social media platforms. Its main objective is to rewrite the rules of customer care by making the process quick, easy, and painless.
According to Teddy Ogallo, VP of product, merchant services for Ajua, this will help users increase their market reach, receive secure payments on mass reach platforms like WhatsApp, and automate customer issue resolution and feedback collection.
“Businesses across Ajua’s African markets will now be able to access WhatsApp business API (Application Programming Interface) in minutes, upload their products, a knowledge base of their services and start enjoying an enhanced interaction with their customers straight from their mobile phones or web devices without having to invest in cumbersome integrations or enterprise sales cycles,” said Mr Ogallo.
He added that the firm also aims at implementing a combination of its Ajua 360 platform, Ajua Merchant and the Janja solution to give businesses an accessible set of tools.
With WhatsApp in Kenya boasting among the highest percentage of monthly WhatsApp users around the world – the Global Web Index’s 2020 Social Media User Trends Report says a whopping 97% of internet users in the country use WhatsApp every month –, Ajua’s Janja platform is expected to help businesses interact more easily with the growing number of users in Kenya.
