Integrated Customer Experience firm Ajua and social media corporation Facebook have signed a partnership that will see commercial interactions and customer support for businesses automated through the power of chat app WhatsApp.
Ajua says that there are only two of such collaborations in Africa.
The development also marks how the chat app has grown from a messaging platform for family and friends to a powerful business tool.
The automation is also part of the widely available WhatsApp Business app, as well as WhatsApp Business API that has continued to help companies manage customer interactions.
On the other hand, Ajua has a platform called Janja that enables automated customer support, borderless banking, and payments across apps and social media platforms.
The platform aims to change how people shop and engage with our customers by making the process quick, easy, and painless.
Ajua adds that the partnership aims to boost eCommerce for SMEs in the continent through robust shopping experiences.
Ajua’s most business is in Kenya and Nigeria.
The West Africa country, for instance, has more than 40 million SMEs, which Ajua looks forward to taking advantage of to maximize their revenues and increase their operational efficiency by automating their customer interactions.
WhatsApp is also one of the tools that are used by businesses on the continent.
Kenya has the highest percentage of monthly WhatsApp users compared to the rest of the world.
Specifically, 97% of internet users in Kenya use WhatsApp every month. For more perspective into how popular the platform is in Africa, Nigeria had approximately 33 million active social media with over 90 million users as of January 2021.
Ajua aims to implement a combination of its proven Ajua 360 platform, Ajua Merchant, and the award-winning Janja solution to give businesses across Africa an accessible set of tools that will help them increase their market reach, receive secure payments on mass reach platforms like WhatsApp and automate customer issue resolution and feedback collection – Teddy Ogallo, VP of Product, Merchant services for Ajua.