Retailer Pick n Pay will now give its nine million Smart Shoppers instant customer support through WhatsApp, in partnership with Clickatell.
Clickatell, a mobile communications and chat commerce company, has been selected by Pick n Pay, to manage its WhatsApp customer communication channel. Customers can easily access Pick n Pay services by sending “Hi” to +27 60 070 3037. The menu then allows shoppers to choose which action they want to perform.
The Pick n Pay WhatsApp channel currently hosts catalogues, Covid-19 FAQs, store locator, Smart Shopper card services and other customer services options.
Customers will be able to manage their Smart Shopper status including their loyalty points balance, block their lost or stolen cards, as well as order card replacements via WhatsApp. Also, customers can quickly and easily update their personal details and enter competitions.
“We are constantly looking to improve our customer service and to make it easier for our customers to engage with us. WhatsApp is a popular communication channel so it made sense to launch a chat option for our customers to engage with us whenever they choose.
“Customers are loving the WhatsApp messaging function and the opportunity to get store or Smart Shopper information within seconds,” said John Bradshaw, head of omnichannel at Pick n Pay.