Leader in omnichannel customer engagement, Infobip has deployed its AI-driven chatbot building platform (Answers) over WhatsApp to drive meaningful engagement for Kenya based Twiga Foods.

Disclosing this, Infobip said the deployment of the AI-driven chatbot building platform is all about Twiga Foods’ customer satisfaction rating & customer retention, as the company now being available and able to support customers 24/7 through WhatsApp.

“We are transforming African retail with an alternative system that eliminates inefficiencies and generates the same results as the modernisation of retail in more developed markets,” said Emma Mugo at Infobip.

Mugo added that Chatbot solutions are fundamentally altering how many businesses operate since AI-driven bots can engage with customers more effectively and efficiently while giving an organisation a greater understanding of its clients.

Twiga Foods was established in 2014 to reduce fragmentation in the produce market. The agric-tech startup runs a mobile-based Business-to-Business (B2B) food supply platform that supplies fresh fruits and vegetables from farmers in rural Kenya to small- and medium-sized vendors, outlets and kiosks countrywide.

The company has built a deep understanding of how to innovate in the African retail market, by embracing independent retailers and giving them greater access to high-quality foods, produce and home goods by leveraging the latest technology and the ubiquity of mobile phones combined with modern distribution and logistics.

Drive meaningful engagement

Over the past 8 years, Twiga Foods has been using field marketing agents, who engaged directly to sign up vendors across Kenya. Even though the field marketing strategy worked for the company over the years, Twiga realised it needed a more efficient and cost-effective way to activate vendors.

According to Stellah Njeru Product Manager, Social Commerce at Twiga Foods Kenya, the company needed a hassle-free onboarding process of vendors who fulfill the minimum Know Your Customer (KYC) requirement onto the Twiga Foods platform.

“We needed to seamlessly scale the onboarding of small and medium-sized vendors within the region through a preferred communications channel,” says Njeru.

Njeru said that the Answers chatbot solution provided by Infobip has helped the company drive meaningful, personalised and scalable engagement with existing and new vendors across the country. We have significantly improved the onboarding process, through self-registration; 40% of vendors across the country are fully registered and KYCd via Twiggy on WhatsApp within less than 3 mins.

For the development team at Twiga, Infobip’s Answers chatbot building solution works perfectly; it saved them numerous hours as it’s easy to build on, supports integrations with their internal backend services and most importantly can be securely deployed to multiple social channels as they scale.





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