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Mukuru: Enhancing Customer Service and Reducing Costs with WhatsApp Business Platform
Technology Category
- Networks & Connectivity - 5G
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Buildings
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Machine to Machine Payments
The Challenge
Mukuru, a leading financial services platform, was facing a challenge in making its services more accessible to its customers. The company, which primarily serves the emerging African market and migrant workers, offers affordable international money transfers and other financial services. Prior to 2019, the channels available to customers included the Mukuru mobile site, app, and USSD. However, the company wanted to provide an additional channel that offered better functionality than USSD and was frequently used by its customers. The goal was to make transactions and support more accessible and efficient for its users.
About The Customer
Mukuru is a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to an emerging customer base of over 10 million across Africa, Asia, and Europe. With over 100 million transactions to date, Mukuru was built to provide international money transfers and has since developed a set of services to address the broader financial needs of its customers. The company now operates in over 50 countries and across over 300 remittance corridors. Mukuru has been named one of the FXC Intelligence Top 100 Cross-Border Payments Companies in 2022 and is listed as one of the top eight global, independently owned businesses in the remittances space.
The Solution
To address this challenge, Mukuru introduced a WhatsApp Business chatbot for quick, real-time service and support. Given that WhatsApp is one of the most popular communication channels in Africa and the number one chat app globally, it was an obvious choice. The chatbot allows customers to manage their money transfers faster without the need for a live agent. Customers can start a WhatsApp chat with the company to sign up for the service, and once the chatbot responds, they receive menu options for various services including creating a Mukuru account, transferring money, managing their Mukuru Wallet, and more. The company also connected WhatsApp to its contact center to enable customers to chat with an agent when necessary. To ensure compliance, Mukuru collected opt-ins from customers before sending any notifications over WhatsApp.
Operational Impact
Quantitative Benefit
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