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Customer Story - Rich's

Rich's offers a true multichannel approach to customer communication with the WhatsApp Business Platform.

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Rich's customer service

Inspiring possibilities

In 1945, Rich Products was born when the founder Robert E. Rich, Sr. created the world’s first non-dairy whipped topping. Over the next 75 years, Rich's has paved the way, pioneering many of the food industry’s most game-changing products, setting – and resetting – a new benchmark of success.

From innovative products to hands-on expertise, Rich's brings creative solutions to food industry professionals around the world, helping unlock new possibilities to captivate consumers and grow your business.

Read about Rich's

A true multichannel approach to customer communication

For businesses to provide the best engagement experience for their customers, they must offer them the ability to get quick answers to questions and queries on the channel of their choice.

Well-known food company Rich Products Corporation Africa offers products including cakes, pizza, desserts and speciality toppings which are used by restaurants, hotels and bakeries around the world.

Its portfolio includes creative solutions geared to help food industry professionals compete in the food service, retail, in-store bakery, deli, and prepared foods segments.

To address the need for a true multichannel approach to customer communication, Rich’s makes use of multiple cloud communication tools provided by Let's take a deeper dive into these.

Rich's chefs

WhatsApp Business Chatbot

Together with, Rich’s developed a self-service chatbot for direct engagement with WhatsApp users. The chatbot is designed with a customer-centric experience in mind.

Users simply add Rich’s primary call centre number, 0860-0-74247 (RICHS) and start the interaction by sending “HELLO” via WhatsApp and the scripted bot continues the conversation.

Users can also opt-in via Rich’s website, which triggers an automated message via WhatsApp to confirm opt-in.

Rich's chatbot flow

The Rich’s Africa chatbot lets users explore products, download programs, browse recipes, get assistance with queries, and much more.

Leveraging the power of Mobile Service Cloud

At the point where an operator would like to speak to a Rich’s Africa Associate, the conversation is handed over from the chatbot to a human agent to interact via Mobile Service Cloud.

Mobile Service Cloud is a single dashboard that provides customers with the ability to communicate with your business via several messaging platforms.

This dashboard currently supports WhatsApp Business, Google's Business Messages, Apple Messages for Business, Facebook Messenger, Viber, Telegram, Instagram Messaging, Twitter, DM SMS, and Email with voice being added in the very near future.

Though there is no native voice available in South Africa yet, you can integrate it with your existing voice solution.

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SMS and WhatsApp Campaigns

In addition to using Mobile Service Cloud, Rich's sends SMS and WhatsApp Campaigns through the web-based interface to inform employees about COVID-19 developments and to introduce their customers to the WhatsApp Business bot. 

The Campaigns web-based tool is designed to enable non-technical users to send bulk messages to customers regularly while maintaining personalisation.

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Are you interested in learning more?

Our Mobile Service Cloud solution is used to combine all channels, one inbox. Discover more today and discuss the possibilities with one of our experts.

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