Retail giant, Makro announced on Wednesday, 4 December 2019, that shoppers at its 22 South African outlets and online store can now experience instant customer care and service by connecting with them directly via WhatsApp. Some of the features available in Makro’s chat include tracking orders, viewing current catalogues, accessing a digital store card, locating nearby stores, and having frequently asked questions (FAQs) instantly answered.
“Customers can now access the information they want, when they want it, without having to endure a lengthy phone call or escalate potential queries,” says Kerry Ho, Makro’s head of digital marketing.
“This bold step towards the future of customer service ensures customers have the best experience on their own terms. The addition and implementation of exciting functions in WhatsApp align with Makro’s mission to help our customers fulfil their aspirations of living better lives, running better businesses, and saving them time and money.”
Makro’s Intelligent Assistant (IA) was developed by Feersum Engine, a product that aims to connect brands with their consumers on the device of their choice. Feersum’s human-centred approach means that they’re constantly finding ways to improve the Makro user experience and will keep adding features to its chat service on WhatsApp.
To enable WhatsApp integration, Makro has worked with global chat commerce leaders Clickatell.
“Retail is currently one of the most competitive environments and ensuring customer satisfaction must be the number one priority for business leaders in this sector. The Makro team has already shown themselves to be trailblazers, ensuring they can meet and engage with their customers on the platforms of their choice,” says Clickatell co-founder and CEO Pieter De Villiers.
“Digital transformation will ensure sustainable growth, and we are looking forward to developing our partnership with Makro as they continue on this exciting path.”