In a country where mobile devices are abundant, and often the only way to get connected, WhatsApp Business offers local companies the use of an existing app on people’s phones to communicate at scale and provide improved customer service through quick replies, automated messages and compelling status updates.
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Our customers have been steadily moving away from communication methods such as traditional circuit switched calls or even emails in favour of voice over IP (VoIP) calls, instant messaging and even social media to connect with family and friends, and are increasingly preferring to do the same for their interactions with brands. Even more so, they want to be able to communicate across multiple channels, and still receive quick and seamless service.
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Snap question for CEOs and decision-makers: What is the lifetime value of your average customer? Do you have this figure at your fingertips, in Rands and cents? If you don’t, you’re probably not able to grasp the real cost of a lost opportunity if a customer’s call or request does not get the attention and service it requires.
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Businesses that offer better experiences to their customers earn between 4% and 8% above their competitors, research shows. While it isn’t wrong to add more technology, bots and automated chat functions into your customer service mix, it’s a better investment to place your focus on your teams and processes. If every team member is equipped to provide context, speed and accuracy at every customer touchpoint, that’s how you improve service levels and reduce churn rates.
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A secure and efficient distributed working environment has become one of the top business priorities. With the lockdown in South Africa, many companies have had to embrace remote working as a critical tactic to remain operational. For its part, software-defined wide-area networking (SD-WAN) is a vital enabler in such a cloud-rich environment and the rapid expansion of digital footprints within enterprises.
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The world of telecoms can be a tricky one. Websites all over seem to give a lot of information on their products, but it’s seldom the information you actually need. At Telviva, we want to simplify your life, not confuse it, so we thought we would break down a small question that some of our customers and clients have been asking us; “What is the difference between a PBX and a PABX?”
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In terms of wireless connectivity, South Africa is in a fairly great space. Thanks to an expansive 4G infrastructure, both consumers and businesses can perform all manner of internet-related activities, such as stream high-definition videos and share huge company files – from just about anywhere (as long as there is coverage, of course). From an economic perspective, this has resulted in an explosion of innovation and development in the country over the last few years.
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Digitisation is transforming the supplier-consumer dynamic in the telecoms industry. Whereas before there were relatively few suppliers and a booming new customer base, now there is stiff competition among suppliers and that same new customer base is quickly plateauing. Perhaps the only factor having more of an effect is consumer buying habits.
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The word on the lips of business the world over is “digital”. In a bid to digitise, businesses are migrating to the cloud, developing an active social media presence and buying more software than ever, but is that really what it means to go digital? It depends.
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As any great business leader, athlete, or performer would insist, focus is the key to achieving any worthwhile goal or outcome. Without laser beam focus, the desired level of perfection can never truly be attained.
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