Lagos based Clickatell, mobile communications and chat commerce platform has launched an Automated FAQ Response solution, a special fast-response technology for businesses in Nigeria to quickly and easily communicate with their customers.

According to the company, the solution is a response to the Covid-19 pandemic in Nigeria, which has seen reduced office hours as lockdown is gradually being lifted and some employers asking employees to continue working from home for their safety.

“Businesses are experiencing ever-higher customer queries, while also having to decentralise their contact centre operations with thousands of frontline agents having to work from home. Some businesses are contending with less staff and even shutting some contact centres down, making customer service challenges a critical area of need,” said Jeppe Dorff, Clickatell Chief Product and Technology Officer.

He explained that Clickatell’s new Automated FAQ Response solution is integrated with Clickatell’s cloud-based workflow automation software, which enables enterprises to automate responses and provide immediate answers to customers’ most frequently asked questions in WhatsApp – improving customer experience and reducing operating costs.

The cloud-based solution integrates into existing contact centre interactive voice response (IVR) systems with minimal configuration changes. It includes Clickatell’s Flow, a visual workflow editor, to manage the questions and responses. Clickatell enables this with a FAQ bot that gives customers instant answers to questions on WhatsApp. Businesses will be able to significantly reduce their contact centre congestion.

In addition to the solution for WhatsApp, businesses can also send out timely emergency text notifications through SMS using Clickatell’s Campaign Manager, a free, no-code communication platform. Campaign Manager makes SMS messages and campaigns simple to launch in minutes for time-critical alerts and notifications at scale.


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