Infobip, a global cloud communications company for businesses and a leader in omnichannel customer engagement, has deployed an omnichannel customer communications platform for Konga.com, Nigeria’s largest online retailer.
Founded in 2012, Konga.com has a customer base of between four & five million clients/shoppers, and offers products spanning various categories, including consumer electronics, fashion, home appliances, books, children’s items, computers and accessories, phones and tablets, healthcare and personal care products.
In addition, the company also has a third-party online marketplace where merchants can sell their goods.
“We needed a reliable cloud-based messaging platform to bundle transactional and promotional messages, personalise communication, and enhance the customer experience in order to generate greater awareness and increase the conversion rate on the website,” says Kunle Ajani, Omnichannel Digital Campaign Manager at Konga.com.
The company engaged Infobip to provide a solution and Infobip implemented its omnichannel platform that includes SMS, Rich Communication Services (RCS), email and WhatsApp for Business Application Programming Interface (API) channels, as well as its Moments, Answers and Conversations platforms.
“We found that Infobip’s products are not only unique, but also reasonably priced. We are now able to reach customers on their preferred channels and the analytics built into the omnichannel platform allow us to leverage customer data for personalised and targeted communication,” says Ajani.
He explains that with Answers – Infobip’s Artificial Intelligence (AI)-driven chatbot platform – Konga.com is able to provide 24/7 customer support over WhatsApp for basic processes such as signing up to the website or asking FAQs. Conversations is a digital-first cloud contact centre solution that enables seamless omnichannel interactions in a unified and simple workspace.
“With Moments, we are now able to launch targeted campaigns based on unique customer profiles, using personal data, past behaviour and engagement history. This also enables us to segment our audience to ensure that messaging is targeted and relevant,” says Ajani.
“We also rely extensively on mobile messaging channels such as SMS and RCS, which enables us to send order confirmations and for customers to track their orders, from the moment they place an order through to delivery.”
Since the implementation of the solution, Konga.com has seen an increase in customer retention rates, an increase in order value and conversion and a reduction in cancellations, as well as an improved clickthrough rate to the website.
“The improved customer experience has seen increased sales and greater customer satisfaction, as we are now able to have deeper and more personalised engagements with customers,” says Ajani.
Isaac Akanni, Account Executive at Infobip, says the company’s strong relationship with Konga.com ensured a smooth and efficient implementation of the omnichannel platform, with Infobip also providing marketing advice and general best practice guidelines.
“Having identified Konga.com as one of the major players in the ecommerce space, this was one of the early strategic relationships that Infobip built in Nigeria and we have been honoured to be a trusted advisor for many of their customer experience and marketing initiatives since then,” says Akanni.