Global business communications provider, Infobip has partnered with Senegal mobile operator Expresso to provide WhatsApp-based customer communication and contact center services, it disclosed in a statement.
The partnership will allow Infobip to leverage its Conversations CPaaS-based contact center solution to Expresso, the leading mobile operator in Senegal.
“We’re delighted to partner with Expresso Senegal and provide them with the latest trend in customer communication. This is well beyond just a trend, this is a momentous change in the way businesses engage with their customers, and we are certain Expresso will see an immediate improvement and increased customer satisfaction,” quoted Mirza Bukva, Regional Director of Telecom Partnerships, Infobip Francophone Africa in the statement.
Bukva added that combining WhatsApp with Infobip’s in-house developed Conversations cloud contact center solution gives Expresso Senegal a powerful tool to manage customer communications and multiple use cases, from technical support to sales and loyalty programs.
“Using Conversations means less strain on Expresso customer agents and streamlined internal processes for improved communication and ultimately, a better customer experience,” Bukva explained further.
Also commenting, Assane Diop, Digital Customer Experience Manager, Expresso Sénégal stated that the partnership with Infobip will allow Expresso to have good control of the management of its customer relations on the most used digital channels, especially to optimize the operating costs related to the contact center and improve customer satisfaction.
“At Expresso Sénégal, Innovation, Creativity, and Digital are embedded in all we do. Our leadership in introducing new and modern trends in technology and digitalization is unquestionable. In all communications and through all touchpoints, we can assure customers of Expresso’s dedication to living up to its expectations of excellence,” he assured.
Mobile operators worldwide are increasingly adopting cloud-based customer communication solutions, in no small part driven by the COVID-19 pandemic which stressed the need to make remote services available to subscribers. As one of the most popular messaging apps in the world, WhatsApp is widely used to connect brands and mobile users, and Infobip has been a launch partner of WhatsApp business messaging.