Articles from Lisa Lottering

Sep 17, 2020 • Customer Experience

7 tips to choose the right CPaaS provider

At the heart of any CPaaS provider, you’ll find one common theme – APIs. This means businesses don’t need to invest in costly hardware that lacks scalability. With the help of APIs, companies can configure and add their own real-time communication solutions on a single platform, without building any complex backend infrastructure. In this article were going to have a look at how to choose the right CPaaS vendor and what are some key characteristics that define a good CPaaS provider. We've bundled them into 7 practical tips, so they're ready to use.

Sep 16, 2020 • SMS

3 Reasons SMS Improves Customer Experience for Digitally Native Brands

Today, online services have become a part of our daily lives. It’s impossible to imagine a life without digital services accessible on-demand. Similarly, when it comes to payment processing and transfers, through a mobile device, customers expect simple and quick solutions accessible from a digitally-native environment. How do digitally-native brands offer services to keep up with user demands and customer experience expectations? This article dives into how SMS plays an important role...

Aug 19, 2020 • Customer Contact

Modern customer care for the modern customer this Black Friday

It was only three years ago that Google's Trends tool showed almost no interest in Black Friday for the South African market. Search queries increased just before Black Friday in 2015 and skyrocketed at the end of October in 2016.

Jul 09, 2020 • Customer Experience

How Pargo’s use of SMS technology has enhanced their customer experience

Customers have come to expect businesses to communicate with them via the channels most convenient for them. This is especially true when it comes to delivering time-sensitive notifications regarding highly anticipated products.

Jun 18, 2020 • Mobile Marketing Cloud

How to optimize your mobile marketing in Retail and eCommerce

Working in retail and eCommerce as a marketer means access to a lot of data about your customers such as where they are from, birthdays, what they are interested in, and what they bought (online or offline). Moreover, your customers know exactly what they want, they expect a shopping experience that is seamless. Not only when it comes to when or how they shop, but today’s customer also expects to have a choice in how they communicate with brands, and how they prefer to be communicated to.

Apr 02, 2020 • SMS Campaigns

How NGOs can collect donations via SMS and Pages to fight against COVID-19

As the COVID-19 (coronavirus) pandemic continues to spread, we're seeing many heartwarming initiatives where businesses, as well as individuals, are coming together to help those in need with limited resources.

Mar 24, 2020 • Customer Contact

A key driver of customer satisfaction, one platform for multi-channel messaging

The way today’s customers interact with brands is fundamentally shifting. We are moving from the digital era to the conversational era. Customers find, compare, and buy on their mobile phones. This is exactly why instant-messaging apps have become so natural for both personal and professional communication.

Jan 27, 2020 • WhatsApp

How to use WhatsApp Business – 3 creative tips with customer use cases

WhatsApp Business offers great opportunities for brands to increase their reach and visibility. This popular messaging channel empowers businesses to create extraordinary value for customers and improve brand engagement. The question, however, is how exactly this is achieved?

Jan 15, 2020 • WhatsApp

RMAs WhatsApp Business virtual assistant simplifies employee compliance for businesses

Mutual assurance organisation Rand Mutual Assurance (RMA) provides injury on duty insurance to employees in the mining and metals industry. Using the WhatsApp Business solution, they’ve now made it easier for SMEs to comply with South African regulations.

Oct 28, 2019 • WhatsApp

How the WhatsApp Business API has improved customer support for Travelstart Middle East

To survive at the pace of innovation, businesses today are compelled to create extraordinary value for customers, keeping them content and engaged. This is because the world is becoming mobile-first, and people who consider time their most precious resource find the asynchronous nature of mobile messaging more appealing.

Oct 21, 2019 • WhatsApp

CM.com and Mobitainment partner to deliver WhatsApp Business solutions

In today's mobile-first world, its no surprise we are constantly on our phones and especially like engaging via text messaging. That is why many companies choose text-based USSD to facilitate mechanics for competition entries and performing surveys. This method, although valuable and affordbale comes with a few glaring technical limitations like a short character length and frustrating timeouts.

Oct 14, 2019 • Chatbots

CM.com and GotBot partner to improve customer experience

The channels that businesses use to engage with customers substantially impact the way their brand is viewed, and according to conversational commerce platform CM.com, nothing delivers customer satisfaction quite like excellent communication.

Sep 16, 2019 • WhatsApp

Hello Paisa steps into conversational commerce with the WhatsApp Business solution

When it comes to connecting, customers look to businesses who can meet their needs quickly, conveniently and easily. The WhatsApp Business solution empowers businesses to do exactly that while simultaneously improving customers’ experience.

Aug 23, 2019 • Messaging Channels

Time for something new, transforming the traditional contact center

Consider for a minute the last business you had to call for support. Did you have to jump through multiple IVR hoops to get to the right department, only having to repeat yourself before you finally got to the answer you were looking for?

Jul 19, 2019 • Messaging Channels

CPaaS eBook: The key to successful customer communication

Good customer experience leaves people feeling valued and appreciated. It minimizes friction on the path to purchase and maximizes efficiency. Happy customers buy more, they are more loyal and share their experiences with family and friends. That's exactly why good customer experience is everything, but it can't be achieved without effective and efficient communication. CPaaS is primarily focused on enriching customer communication channels - it contributes to a full customer experience, ensuring you can be in contact with your customers any time of the day, via the channel which is most convenient for them. But how is CPaaS growing in the world and how can businesses benefit from this rising real-time communication framework?

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