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African Banks Poised to Benefit from Chat Commerce

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Participants at Clickatell’s Connect Interact and Transact (CIT) annual event in November heard how chat commerce can assist companies, especially banks, connect with customers who are increasingly demanding a new way of engagement and shifting their trust from traditional organisations to startups.

The event, which is normally hosted in Lagos for Clickatell’s Nigerian and other African customers and partners, was hosted virtually this year and chaired by Hannes van Rensburg, Clickatell’s Chief Commercial Officer.

He introduced the speakers by positioning the importance of digital engagement in a pandemic challenged world.

“Covid-19 has changed customers’ buying behaviour and how they interact with brands. For this reason, it has accelerated digital investments for many organisations. Companies are now urgently turning to chat channels to help them meet these new expectations. Clickatell is investing and innovating in this space so we can enable commerce where your customers are,” van Rensburg explained.

Featured speaker, Alyson Clarke, principal analyst at Forrester kicked off her keynote titled: The Future of Banking, by sharing some of the company’s research findings.

These showed how banking business priorities have changed during the pandemic. Of note was banks accelerating their shift to become digital businesses, ranked as the third top priority post-pandemic, closely following growing revenue and reducing costs.

Forrester states that the next decade in banking will be all about insights and who consumers trust to use them. The organization says: consumers want personalized experiences and products, with a level of guidance and assistance set by customer preference; that customers expect return on consent and that trust and permission must not be taken for granted.

It was also noted that a focus on financial well-being, through advice and in refining products for consumer needs, will define leaders.

An engaging panel discussion following the keynote focussed on the importance of chat when it comes to empowering consumers in a digital world.

Gareth Bray, Business Development and Partnerships at WhatsApp, opened the discussion by sharing how Covid-19 had accelerated existing trends.

“We’ve been working with our partners, such as Clickatell, to onboard new businesses, whether it’s their first foray into conversational commerce or to vastly increase the efficiency of their customer service by using asynchronous chat apps.

“We have multiple use cases in the fintech space in Africa. One company began onboarding new customers through their chat channel, which meant they could still grow their business even in the throes of a pandemic,” he said.

Pieter de Villiers, co-founder and CEO at Clickatell confirmed this trend saying chat was faster, simpler and smarter for both the customer and for the bank. He said Clickatell believes banks, particularly in the emerging markets, can increase their reach by a factor of three if they implement chat. “The goal should be no pain for your customer and ultimately zero hold time,” de Villiers added.

With over 2 billion users on its platform, WhatsApp understands user behaviour when it comes to chat.

“Meeting your customer where they are is key in all of this. Our findings show that sixty percent of users choose to message a business rather than pick up the phone.

“They want to interact with a bank on a device of their choosing, on the platform of their choosing, at a time of their choosing. They want this frictionless, convenient service from any company they may be interacting with,” Bray shared.

Samson Isa, Clickatell’s West Africa Director, underpinned these findings when he shared the results of an online poll event attendees had taken earlier.

When asked how comfortable their customers were transacting digitally, 60% of attendees responded ‘very comfortable’, 44% responded ‘somewhat comfortable’ and just 6% said their customers were ‘not very comfortable’ transacting digitally.

“We can see that African customers want to engage with brands via digital channels. Enabling chat commerce provides a huge opportunity, particularly for banks in the region,” said de Villiers in his closing.


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E-Business

NITDA, NIMC Partner for Seamless Data Exchange Capabilities

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National Information Technology Development Agency (NITDA) and the National Identity Management Commission (NIMC) have announced a collaboration on National Public Key Infrastructure (PKI) and Digital Public Infrastructure (DPI) to enhance synergy between digital identity, payment ecosystems and secure seamless data exchange capabilities for Nigeria.

NITDA, NIMC Partner for Seamless Data Exchange Capabilities

l-r: Kashifu Inuwa, Director General of NITDA, and Bisoye Coker-Odusote,  Director General of NIMC, during the meeting at the NIMC headquarters in Abuja..

NITDA, which made the announcement on its X handle, said that the collaboration was to further strengthen Nigeria’s digital economy in line with President Bola Tinubu’s Renewed Hope Agenda,

During the meeting, Kashifu Inuwa, director general of NITDA, and Bisoye Coker-Odusote, director general of NIMC, with some management staff of both organisations, discussed various initiatives, which include building DPI stacks for a secured and seamless data exchange and forming partnerships to transform the national identity system.

This collaboration also aims to harness the potential of the innovative ecosystem and emphasise the use of public-key infrastructure (PKI) to drive digital transformation in Nigeria.

To ensure a smooth implementation, a 12-man committee was set up.

This committee will play a crucial role in kickstarting and harmonising the initiatives and is expected to deliver a comprehensive implementation report within the next 4 weeks.

 

 


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Expert Urges FG to Harmonise NIN, BVN to Tackle Crimes

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Noble Ajuonu, head, Sydani Technologies Ltd., has urged the Federal Government to harmonise National Identification Number (NIN) and Bank Verification Number (BVN) to tackle crimes and insecurity in the country.

Expert Urges FG to Harmonise NIN, BVN to Tackle Crimes

Ajuonu made the call at a media roundtable, organised by Sydani Group in Abuja.

The News Agency of Nigeria (NAN) reports that the roundtable focuses on driving sustainability through a comprehensive analysis of Nigeria’s key development areas.

Ajuonu said that Nigeria could overcome its security challenges and pave the way for a safer, more secure future for all Nigerians by embracing technology and implementing practical solutions,

“We need to harmonise data, prioritise seamless integration of databases like NIN, BVN, and security agency records, establish clear protocols for data sharing and access, with robust safeguards against misuse,’’ expert said.

According to him, the unified data pool will empower intelligence gathering and targeted operations.

He also called for investments in smart surveillance, intelligent video analytics software, training of personnel in data analysis, interpretation of data in real-time to combat crimes.

“There is need to implement a legal framework for call interception in criminal investigations, with strict oversight to prevent abuse, encourage community cohesion, training of tech savvy security personnel with tech-enabled tools.’’

Ajuonu also urged the government to address infrastructure deficit in technology, saying that technology was all encompassing to address insecurity.

“According to the National Identity Management Commission (NIMC), as of December 2023, only 104.2 million Nigerians had been enrolled for the National Identity Number (NIN).’’

Ajuonu added that over 122.2 million citizens left uncaptured for NIN were people in rural areas where enrolment centres, digital services were limited.

“Most crimes are being perpetuated from rural communities and this lack of comprehensive identification creates a gap where elements not captured in the national database can constitute public nuisance, crimes.

“There is the inadequacy in the integration of NIN, BVN and Voters Identification Number (VIN).

“Advanced call interception and analysis tools, used successfully in other countries, could provide invaluable insights into criminal networks and operations but infrastructure is lacking,’’ he said.

Also, Mr Godfrey Petgrave, the Agricultural Expert, Sydani Group, called for empowerment of smallholder farmers with access to finance and training to enhance productivity.

According to Petgrave, Nigeria requires policy reform and institutional strengthening to improve agricultural practices and embrace digital agriculture solutions to address food insecurity.

Mr Akolade Jimoh, another expert of the group on health, advocated for expanded community-based health insurance programmes for rural and underserved areas.

Jimoh added that the country needed to encourage Public Private Partnership to revolutionise products design and quality improvement on health services.


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Konga launches Infinix Brand Week with Incredible Deals

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Konga, Nigeria’s leading composite e-commerce group, is thrilled to announce the launch of amazing deals at its Infinix Brand Week. Infinix, a leading global smartphone brand known for its innovative products and cutting-edge technology promises exclusive discounts and special offers on select smartphones, marking an exciting milestone in the realm of online shopping.

Shoppers can expect nothing short of extraordinary deals on a wide range of Infinix products, all available exclusively on the Konga online platform. With discounts of up to 30% off, this partnership between Konga and Infinix aims to redefine the shopping experience for tech enthusiasts across Nigeria.

Konga Brand Week has become synonymous with excitement and unbeatable deals, and this year’s edition is no exception. In addition to exclusive discounts on Infinix smartphones, shoppers can explore a diverse array of products across various categories, including electronics, fashion, home essentials, and more.

“At Konga, we are dedicated to providing our customers with the best shopping experience possible,” said Rita Ohaedoghasi, VP Marketing at Konga. “The Infinix Week during Konga Brand Week allows us to continue delivering on that promise by offering incredible discounts and special offers on some of the most sought-after smartphones in the market.”

To stay updated on the latest developments and exclusive deals during Konga Brand Week, shoppers are encouraged to connect with Konga across all platforms, including social media and the Konga website. Don’t miss out on this opportunity to score big savings and elevate your tech game with Infinix and Konga.


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