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Rich's offers 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.

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Well-known food company Rich Products Corporation Africa offers products including cakes, pizza, desserts and specialty 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 foodservice, 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 CM.com. Let's take a deeper dive into these.

WhatsApp Business Chatbot

Together with CM.com, 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.

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



Customer Contact

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 Customer Contact.

Customer Contact is a single dashboard that provides customers the ability to communicate with your business via several messaging platforms.

This dashboard currently supports WhatsApp Business, Apple Business Chat, FB Messenger, Viber, Telegram, Twitter and SMS with email and voice being added in the very near future.

SMS and marketing campaigns 

Rich’s is also using our Campaigns web-based interface for sending out SMSs to notify employees about COVID-19 developments, and to introduce the WhatsApp Business bot to their customer database.

Campaigns is an easy and affordable way to send personalised messages via SMS and WhatsApp, to multiple contacts at once.

The solution is dedicated to non tech-savvy users who want to engage with customers in bulk whilst keeping messages personlised, without using an API.

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