Security Solutions

We offer security solutions that customers can use to protect their computers.

Software Solutions

We provide software solutions such as VistaPOS, SACCO Systems, School Systems, Payroll Systems, ATM (SACCO Link)Integrations

Hardware Solutions

We offer KRA approved fiscal printers to all VAT registered traders in the country



Network Solutions

We provide appropriate Network and Technical solutions to various business entities in the country



E-CLINIC SYSTEM

E–Clinic is specialized software designed to manage wellness centers.

EaseUS Data Recovery Software

Safe & Do-It-Yourself Data Recovery Solution to Solve Your Data Loss Problems

MessengerPeople

 Optimize your customer service with one-on-one communication via messenger service. In the chat centre you can assign labels, compile notes and process enquiries together in teams.

 

Automation of dialogues for customer service or marketing campaigns on WhatsApp and Facebook Messenger. Through MessengerPeople you can create chatbots for multiple purposes without any programming skills.

Innovative customer communication and support in the form of one-to-one chats via WhatsApp and other messengers. Easily manage all customer requests, coordinate editors and effortlessly assign roles in the WhatsBroadcast customer interface.

Our Product, Your Advantages

1:1 Chat

Direct processing of chat requests in the customer interface. Manual subscription management.

Notifications

Receive notifications in your customer interface concerning each new enquiry immediately via e-mail.

Multiple Agents

Multiple employees with different authorization levels can work together in one account.

Assign Editors

Forward customer enquiries to specialized teams.

User Profiles

Users can be assigned profiles, which can assist the work of the Chat Center support teams.

Predefined Responses

Configure standardized answers for predetermined occasions, such as FAQs or times of absence.

 

Already convinced?

Why deliver customer support functions via Messenger services?

Preferred Channel of Communication

Be available on the customers’ most favoured channel.

Individual

Individual and personal communication with customers.

Fast Processing

Assist customers effortlessly and quick.

No Waiting Loop

Time delayed customer dialogues but without letting users wait.

Cost-effective and Flexible

More cost-effective than complex CRM systems.

Visual

Solve complex difficulties even faster with the help of visual media e.g. images or videos.

More Products by MessengerPeople

 

Messenger Newsletter

Send your texts or media files to your subscribers directly via WhatsApp & other messenger services. Our software enables you to deliver your newsletter fast and conveniently.

An efficient way to distribute newsletters via WhatsApp and other messenger services. The MessengerPeople customer interface offers a convenient and centralised newsletter management. Reach your subscribers with precise targeting and evaluate your messenger marketing effectivity with statistical data.

Our Product, Your Advantages

Navigation via the Desktop

Central transmission of newsletters in your customer interface, simultaneously for WhatsApp, Facebook Messenger, Telegram and others, without any extra charge.

Widget

A personal mobile number is not required. The integration of your personal Widget in your website provides your followers with a simple and convenient way to subscribe.

Targeting and Categorisation

Segment your audience and set up individual target groups. Distribute only relevant content in the newsletters.

API Integration

The API enables the exchange of data with your existing CRM system, therefore the path via WhatsBroadcast customer interface can be eliminated.

Analytics

Automated collection of user statistics, chats, clicks and bots. All statistics are centrally available in your customer interface.

 

Scheduled Broadcasting

Plan exactly the timing of the newsletters dispatch and automate the process

Why are Messenger services so effective for the sending of Newsletters?

Opening Rates of 95%

95% of all newsletters are opened.

Click Through Rates up to 80%

 

No other channel achieves such high click rates. Our customers achieve CTRs up to 25% on average.

Real Time

All newsletters will be delivered within minutes.

Always reachable subscribers

Distributing content via messenger services make you independent of algorithms – you can reach all your subscribers, any time!

Innovative

Differentiate your company with messengers as a new and innovative channel for customer communication.

Strongest Connection

Customer communication in the most secure channel builds reliable connections.

 

Chat Centre

Optimize your customer service with one-on-one communication via messenger services. With the chat centres assistance, you can assign labels, compile notes and process enquiries together in teams.

Innovative customer communication and support in the form of one-to-one chats via WhatsApp and other messengers. Easily manage all customer requests, coordinate editors and effortlessly assign roles in the WhatsBroadcast customer interface.

Our Product, Your Advantages

1:1 Chat

Direct processing of chat requests in the customer interface. Manual subscription management.

Notifications

Receive notifications in your customer interface concerning each new enquiry immediately via e-mail.

Multiple Agents

Multiple employees with different authorization levels can work together in one account.

Assign Editors

Forward customer enquiries to specialized teams.

User Profiles

Users can be assigned profiles, which can assist the work of the Chat Center support teams.

Predefined Responses

Configure standardized answers for predetermined occasions, such as FAQs or times of absence.

 

Already convinced?

 

Why deliver customer support functions via Messenger services?

Preferred Channel of Communication

Be available on the customers’ most favoured channel.

Individual

Individual and personal communication with customers.

Fast Processing

Assist customers effortlessly and quick.

Chatbot Builder

Create your own chatbot and to automate your customer service and content marketing. Empower the interactions with your target group.

Automation of dialogues for customer service or marketing campaigns on WhatsApp and Facebook Messenger. Through WhatsBroadcast you can create chatbots for multiple purposes without any programming skills.

Our Product, Your Advantages

Chatbot Builder

A simple tool for creating chatbots for marketing campaigns or customer service.

Templates

Pre-configured templates facilitate the individual use of bots.

Preview Function

The correct functioning of the chatbot can be checked in the preview.

Data Models

The Chatbot Builder supports data models which can be used to build complex dialogues and queries.

User Characteristics

User characteristics can be collected and made available for targeting by a chatbot.

Analytics

The chatbot’s independently operating analytical tool tracks the development of customer requests via the chatbot.

 

Already convinced?

 

Why Chatbots?

Top Performance

Automated content distribution via Messenger with high opening and click through rates.

Automated

Common customer requests can be answered automatically by the chatbot.

Always-On

Chatbots answer customer requests around the clock – with no vacation and also on weekends.

WhatsApp Business API Overview

With the new WhatsApp Business API, WhatsApp now also allows bigger companies the opportunity to contact their customers directly over WhatsApp. WhatsApp still doesn’t support advertising, but it is creating more possibilities in the world of messenger customer service.

In our overview we’ve gathered all the facts about the WhatsApp Business App, the WhatsApp Business API, advertising over WhatsApp, and WhatsApp Chatbots:

1.    WhatsApp Business App Features
2.    Facebook wants to make money with WhatsApp
3.    WhatsApp Business API for selected partners and customers
4.    Still no ads for WhatsApp
5.    WhatsApp Business API: focus on customer service
6.    Chatbots for the WhatsApp Business API
7.    Will users have to pay for WhatsApp?

1) WhatsApp Business App Features

With the official WhatsApp for Business launch at the beginning of this year, WhatsApp first opened itself up for business use. The app offered small businesses an official tool through which they could get in contact with their customers.

Verified accounts, quick replies, pre-set answers, automatic away messages and welcome messages, company information such as opening hours and contact info, and labels for different types of customers – this was the range of the first WhatsApp Business tool.

For use by big companies, though, a few key features were missing: user management, role management, ticket systems, targeting, and APIs for existing systems. Additionally, WhatsApp Business didn’t offer for a solution for topics that are essential for big companies. The entire data protection conversation fell into this missing category, as well as up-front consulting and customer service.

2) Facebook wants to make money with WhatsApp

At the F8 conference, David Marcus – at that time, the head of the Messenger Program – announced that WhatsApp was already working on a solution for bigger businesses.

“As far as advertising is concerned, we’re definitely getting WhatsApp more open. We’re now going to have the ability to enable larger companies, not only small businesses, to integrate a new API to send and receive messages with people on the Whatsapp platform.“


3) WhatsApp Business API for selected partners and customers

As WhatsApp has just announced, there will now be an API over which WhatsApp users can contact businesses. Currently, the Facebook-Offspring is only offering this interface to a handful of verified partners and selected companies. To contact or be contacted by the company, WhatsApp users will have to consent to the communication, thus fulfilling the GDPR requirements. Moreover, the messages will still have end-to-end encryption, so neither WhatsApp nor Facebook can read them.

With our Customer Service Platform you can offer customer service over messenger intuitively, professionally, and in full compliance with the GDPR.

 

4) Still no ads for WhatsApp

As we predicted, and TechCrunch has recently learned, WhatsApp is also planning to run ads on the WhatsApp status stories. However, these will only be implemented next year: “WhatsApp is not currently implementing ads in the Status, although it is a goal for us from 2019 onwards”

WhatsApp does offer one advertisement option, but only as classic display ads on Facebook, and not in the Chat mailbox like in Facebook Messenger. Instead, businesses can buy Facebook newsfeed ads that will have the ability to start WhatsApp conversations.


5) WhatsApp Business API: focus on customer service

“Since the launch of the WhatsApp Business App people have told us that it is faster and easier to chat with a business instead of calling them or sending an email” reports a statement from WhatsApp

 

You can choose between two customer service functions in the WhatsApp Business API:

With the “Customer Service” function companies can answer client questions in a WhatsApp chat. The number of messages is unlimited and free for both sides. However: if the last message in a chat is more than 24 hours old, the business cannot continue contacting the company.

Notifications are the major player in communication outside of the 24-hour customer service timeframe. The notifications allow a company to send customers information in a form similar to a message or an email. The businesses are charged for these “notifications” and can only send them under certain conditions, which are very narrowly defined.

Why is WhatsApp focusing on customer service?

In order to understand the emphasis on customer focus, it’s important to know that WhatsApp is extremely successful in countries such as Brazil and India, where professional communication between business and customer is more starkly focused on messengers. Email or phone calls are far behind WhatsApp in terms of popularity. Often companies in these countries don’t use websites or even apps.

Additionally, digital and global trends are developing with a tendency towards 1:1 customer service over chat. The communications agency Edelman recently published their annual Trust Barometer. One of the main takeaways was that messenger customer service was ranked as more convincing than advertisement. The results of further studies – including one from Facebook itself, with the topic “More than a message“ – that show that customers prefer to get in touch with companies over WhatsApp. WhatsApp’s focus on customer service is the logical conclusion.

Provide customer service intuitively, professionally, and fully in compliance with data protection regulations using our Chat Centre tool!


6)Chatbots for the WhatsApp Business API

Chatbots allow companies to automate dialogues over messengers like WhatsApp. WhatsApp Chatbots can be specifically helpful for customer service. They offer decisive savings in costs and resources, and help companies offer their customers a better service. Using Chatbots in customer service over WhatsApp will be regulated just like other messages: messages from a Chatbot will be free within the 24-hour conversation window, as described above.

7) Will users have to pay for WhatsApp?

No! In contrast to recent lurid headlines, the truth is that WhatsApp is not planning to charge WhatsApp users for the messaging service. The 1 dollar yearly fee was already done away with in 2016, and hasn’t been reintroduced. From a business sense, it would be unsensible to introduce fees, since the ever-growing user rates are the company’s biggest asset.
Conclusion:

WhatsApp Business API is a win-win-win situation for everyone involved: more services for customers, professional opportunity for companies, and a first, sustainable revenue model for WhatsApp. For customers and WhatsApp, the news presents a great scenario. How quickly and professionally companies will get used to the new channel and its challenges, is still to be seen.

 

About The Author

Madeleine Steup // english content @ WhatsBroadcast // translation, creation, and more

  • Products
    • Customer Service
    • Chatbot Builder
    • Messenger Newsletter
  • Pricing
    • Customer Service
    • Marketing Automation
  • Knowhow
    • Overview
    • Whitepaper
    • FAQ
    • API
  • Magazine
  • Free Trial
    • Customer Service
    • Marketing Automation
  • Products Customer Service
    • Chatbot Builder
    • Messenger Newsletter
  • Pricing Customer Service
    • Marketing Automation
  • Knowhow Overview
    • Whitepaper
    • FAQ
    • API
  • Magazine Free Trial
    • Customer Service
  • Marketing Automation

Banks and Messenger Marketing: when banks can adjust to modern customers’ needs, communicating with them over their preferred channels, they can can gain relevance, respect, and loyalty. The Commerzbank is one of these innovative financial institutions, and one of the best examples of Messenger Marketing for banking. Their WhatsApp service, active since January 2017, has become a successful part of their marketing mix by broadening their content distribution.

The goal of the Commerzbank WhatsApp service is to provide interested investors with news and analysis of current stock market activity and asset generation. The channel has now been developed further and also offers video analysis, podcasts, and long term analysis of asset development.

The Commerzbank is a leading international bank, with branches in about 50 countries, and is a producer of exchange-traded funds and structured securities. With more than 180,000 different certificates, leverage products, and ETFS, the Commerzbank is one of the leading providers in Europe.

With this product range and more than 25 years of experience, Commerzbank positions itself as the first choice for private investors interested in becoming active on the stock exchange.

1. What was the idea behind the decision to communicate with your customers over WhatsApp, and how did you start?

When we market our products to private clients, one aspect has to be addressed: we don’t know our clients. Most of them have their depots either in a direct bank or their main bank, and purchase our securities directly over online banking.

Because of this, we have to find other ways to get in contact with investors and convince them to buy our products. This makes content one of the most important parts of our marketing mix. We combine chart analyses or articles about wealth generation with appropriate investment tips, and distribute these over a variety of different channels.

Because WhatsApp is an essential information and communication channel today, we started to offer investors news and analysis about the stock market and asset generation over WhatsApp in January 2017, as the first provider of financial products to do so.

2. Who is responsible for your WhatsApp channel, and how much work does it take to maintain it?

The news and analysis comes from our public distribution team, which sits directly in the Commerzbank trading floor. We work closely with researchers, product specialists and traders, so that we can react quickly to specific events on the market.

Using this technique, the WhatsApp channel doesn’t require too much additional work. We’ve already communicated this content for years over other channels such as email, magazines, social media, or our self-developed content-marketing system on different finance portals.

With WhatsApp as a new information channel, we connect to customers even more quickly, and can rapidly provide them with the newest analyses in different market phases.

3. What goals did you set for your WhatsApp communication, and how have the results been thus far?

WhatsApp is the centerpiece of all smartphones. 75% of apps are deleted within the first three days, but WhatsApp has dominated cell phone use for years.

We hopped on this trend quickly. Within weeks it was already clear that we’d made the right decision! After over a year, the user numbers are still climbing and the KPIs such as click numbers, session lengths, and unsubscription rates are all far above average.


4. How is your Messenger community developing? Do your users like the WhatsApp service?

When we started the WhatsApp service, we asked ourselves if 3 to 5 messages per day was too many, and whether that would just bother the investor instead of bringing additional value and knowledge. In marketing, what makes things successful is their relevance.

If you can succeed in creating relevant content and getting people excited about it, then you can also send them more messages per day. If you send your target group information about irrelevant topics or advertisements, then the user will get annoyed and unsubscribe.

Relevance is the key to success. Unfortunately, some content distributors don’t understand their target group or don’t have a good feel for their customers. We’ve developed this intuition and see accordingly positive feedback, as well as KPIs and resulting sales.

5. How do you use your WhatsApp channel, and for what content?

 

The trading day is summed up mornings and evenings as a podcast.

At the beginning we focused on breaking news about stocks, indexes, commodities, and currencies. For example, if a share price fell dramatically, we would inform our users.

In addition to podcasts, users receive the latest chart analyses, directly from the Commerzbank trading floor.

We expanded this and started adding charts and fundamental analysis, so that investors weren’t just kept informed about price developments, but were also given the tools to understand various situations. Now our users also receive video analyses, podcasts, and long term analyses about asset growth.

We also offer a variety of topics for users who are just getting started in investing, which we send primarily on the weekends. The result is a diverse array of free information, that all investors can take advantage of— and in my opinion, should!

6. What are the biggest differences for you between Messengers and social media, email, and apps? What are the advantages of WhatsApp and Co.?

We assess all of our marketing actions based on concrete numbers. Looking at the KPIs answers this question easily.

Messengers like WhatsApp are marked by a high acceptance rate, speed, and reach. They also provide great opening rates, click rates, and resulting visit times and sales.

It’s important to internalize that marketing and communication isn’t B2C or B2B — it’s always person to person, regardless of what channel you’re using. Because of this, it’s important to know your target group in each channel, and to make sure you’re sending them the right content. This is also true for WhatsApp.

7. What can MessengerPeople do for you in the future to make your WhatsApp service even more successful?

There’s room for development in tracking and reporting. It’s important to simply continue to optimize and develop further. We are certainly looking forward to continuing working with you.

Many thanks to Roman Przibylla and Commerzbank for the detailed insights.


Roman Przibylla is Vice President for Equity Markets and Commodities at the Commerzbank in Frankfurt.
The trained businessman was previously at Deutsche Bank and HSBC, and has been responsible for online marketing and digital development for Commerbank’s certificates and ETFS since 2016.

How INTERSPORT Hübner Offers Product Consulting over Messenger: WhatsApp Customer Care Makes Customers Happy

WhatsApp is the do-it-all marketing and customer communication platform: from Messenger Newsletter Marketing to WhatsApp customer care. Apart from offering information about the latest deals and info, WhatsApp can also be used to market specific products over newsletters with pictures and videos, making it a perfect retail tool.

The best argument for using WhatsApp for customer service is that WhatsApp is a highly preferred and globally used channel, which makes it easy to get in touch directly with customers and advise them about different products. To learn more about WhatsApp’s popularity in your region, check out our article “Messenger Global User Penetration and Statistics”.

INTERSPORT Hübner, a line of German sporting goods stores, has taken advantage of this potential. They now offer not only a WhatsApp newsletter with the latest deals, but also a WhatsApp customer service chat for individual product consulting. This has led to even higher customer satisfaction rates: read about how it works and the feedback they receive below!


INTERSPORT Hübner is your local sporting goods distributor in Sachsen, Sachsen-Anhalt and Brandenburg. You can find products for team sports, professional sports, and more. They provide high quality brand goods and a wide array of services for team sports, fitness and working out, running, outdoor sports, winter sports, water sports, and biking.

Intersport Hübner has eight locations, more than 140 employees, and more than 8,300 square meters, making them one of the leading chains in the INTERSPORT group.
1. What was behind your idea to use a WhatsApp customer care channel, and how did you start?

WhatsApp is used daily by both young and old – it’s an essential part of daily life, so people can easily use WhatsApp to try out new services. It’s a simple and direct way to share pictures, information, links, etc, all without your users first having to create a profile or account. This makes it much easier to gain acceptance. Other Messengers, like Facebook Messenger for example, present more initial challenges.

We wanted to offer our customers this type of real-time communication for free advice and answers about products, services, orders, and more. Through initial research in 2016 we stumbled upon WhatsBroadcast, and after phone calls with the WhatsBroadcast service team, we started using the program.

 

In this chat, a customer asks about buying a jersey from the German national soccer team in a specific size, with a specific player name on the back. The employee responds, says when the next delivery of jerseys would be, and offers to reserve the specific item.

2. What goals did you have for your WhatsApp Messenger Marketing and what has your success been?

Goal: Easily contact our customers and offer a direct customer communication channel

In our first test, we opened a WhatsApp customer care channel for just one location. We only advertised by hanging flyers in that location and quickly gained over 30 users. In May 2017 we hung flyers in all locations, and quickly reached over 140 users.

3. How do you advertise your WhatsApp service?

We use flyers in all locations, broadcast the channel on television screens in the stores, and had a Facebook campaign in June 2017.

4. How is your WhatsApp community developing? What target groups are you contacting? How do your users like the WhatsApp customer service?

Our target group is all customers who are familiar with our stores, including our regular customers. We receive about 3-10 questions per week, which are usually related to orders, product availability, or services. Almost every question is followed by a personal visit to the store.

5. How do you use your WhatsApp channel?

Two management employees check the chat several times daily and check product availability or contact other locations to answer questions as quickly as possible.

Every once in a while we also use the channel as an information portal to communicate with customers about new campaigns, events, job openings, or sales. It’s important for us that the users don’t think the channel is just for advertising, get tired of the messages, and unsubscribe. Our clear goal is interaction and direct communication.

6. What are the biggest differences between Messengers and Social Media, email, and apps? What do you think are the advantages of WhatsApp and Co.?

  • It’s easy to start using the channel
  • Customers consciously decide to sign up for the channel, but can also easily cancel
  • No flood of advertising, primarily reactions to customer questions
  • 1:1 conversation with individual customers

 

7. What can MessengerPeople do in the future to make your WhatsApp customer care even more successful?

Offer an option to ask what location a customer uses after they sign up. If a user could choose their location with one click and we could access this information during conversations with the user, that would save us time asking the same questions.

*2018 tip* : this is possible now! Customers can set preferences in their user profile (accessible through the chat). WhatsBroadcast clients can also create a Chatbot to ask customers about specific variables, which are then automatically saved in the user profile.

Thank you to Kristin Marci for the insights about INTERSPORT Hübner’s WhatsApp customer care!


Do you want to improve customer satisfaction and loyalty with WhatsApp customer care, Messenger Marketing, Chatbots and more? Take advantage of our 14 day free trial period to start using the WhatsBroadcast tool:

Kristin Marci has been in charge of the INTERSPORT Hübner’s Marketing Department for 8 years. Before, she worked directly with customers in the stores for 12 years, allowing her to gather impressive customer service experience. These experiences, new technological developments, and growing digitalization in retail now join together in her daily work.


© WhatsBroadcast