Pick n Pay opts for Clickatell to power WhatsApp customer chat

Pick n Pay has announced that Clickatell will assist the retailer implement its customer chat portal via WhatsApp.

The partnership between Pick n Pay and Clickatell will allow customers to manage their Smart Shopper status and details on the WhatsApp messaging platform, the pair explained.

“This includes the ability for its nine million active Smart Shoppers to view their loyalty points balance, block their lost or stolen cards, as well as order card replacements. Also, customers can quickly and easily update their personal details, as well as enter competitions,” Clickatell confirmed in a press release sent to Hypertext.

“The Pick n Pay WhatsApp channel currently hosts catalogues, COVID-19 FAQs, store locator, as well as Smart Shopper card services and other customer services options,” it adds.

The retailer says customers interested in interacting via WhatsApp can access the chat service by sending “Hi” to +27 60 070 3037.

With Smart Shopper recently named the most used loyalty programme in South Africa, the retailer is hoping that the chat functionality will assist it in retaining that title moving forward.

“We are constantly looking to improve our customer service and to make it easier for our customers to engage with us. 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,” says says John Bradshaw, head of Omnichannel at Pick n Pay.

“Customers are loving the WhatsApp messaging function and the opportunity to get store or Smart Shopper information within seconds,” he concludes.

[Image – Photo by Mourizal Zativa on Unsplash]


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