ZAMBIA – Infobip, a global cloud communication platform and leader in omnichannel customer engagement, has acquired a Service without Network (National) licence to operate in Zambia, a market that is key to its expansion and servicing of the Southern African Development Community (SADC) region.
“Zambia is an exciting market for Infobip, allowing us to service neighbouring countries such as Zimbabwe and Botswana too, where the way of doing business is very similar,” said Douglas Van Wyk, Regional Manager for Southern Africa at Infobip.
“Many multinationals are opening offices in these countries, which shows what an important region it is in terms of growing our business footprint.”
Erica Lengwe, Managing Director at Infobip Zambia, says the move creates many opportunities for Infobip, especially given that the Zambian government is increasingly moving into the digital transformation space.
“This creates many opportunities for businesses looking to enter the digital space and consider of digital communications can help improve the customer experience, which is Infobip’s bread and butter,” she says.
Infobip becoming a licenced operator in Zambia will bring local support to customers and also means Infobip can strike any partnership in Zambia or the surrounding counties, thanks to the license’s compliance with local laws and regulations.
“We want to ensure that that whoever partners with us will benefit from our global footprint, and this license will open up many more doors,” Lengwe said.
“We’re excited about what the future holds for Infobip in Zambia and the surrounding countries.”
Infobip has since introduced SMS and WhatsApp messaging for Adobe Commerce clients making it possible to connect with customers over their preferred channels at key points of the purchase journey.
The integration is part of Infobip’s efforts as an Accelerate Partner in the Adobe Exchange Partner Program to bring valuable capabilities to the marketplace.
The addition of these popular channels will enable Adobe Commerce merchants to offer their customers truly connected digital experiences and analytics over popular, convenient and trusted channels, as well as benefit from the scale of Infobip’s 700+ direct carrier relationships.
The new Infobip SMS and WhatsApp Notification adds value by allowing sellers to automatically send contextual alerts in real-time, relating to things like stock levels, personalised special offers and order tracking for more efficient customer service, leading to a better customer experience and increased customer loyalty.
The channels can also be used to communicate abandoned carts and stock replenishment that are proven to help boost conversion for retailers. The channel extensions can be downloaded quickly and easily through an Infobip account.
Meanwhile in Kenya, Infobip has deployed an omnichannel platform for Stima Sacco, the second-biggest saving and credit cooperative in Africa. This platform enables the organisation to enhance customer engagement and thus improve customer experience.
The Infobip omnichannel platform is key for the company, as it enables Stima Sacco to manage customer engagements via a single interface.
The company is now able to measure the throughput of its staff and also mine valuable customer data to build effective customer profiles. This, coupled with leveraging opportunities for automation and using chatbots to enhance the CX, is a key driver of operational efficiencies and streamlining costs.