19 June 2020

South African communications company Clickatell has introduced its new Automated FAQ Response solution, to help the many businesses struggling to operate under level 4 lockdown regulations.

This is a special quick-response solution for businesses to quickly and easily communicate with their customers amid Covid-19 pandemic. The new service aims to aid many businesses that experience high call volumes during the crisis.

Clickatell Chief Product and Technology Officer Jeppe Dorff said the new Automated FAQ Response solution comes as call centre opera- tions struggle with maintaining con- sistent customer experience amidst support agents working remotely. “Businesses are experiencing ever higher customer queries, while also having to decentralise their contact centre operations with thousands of frontline agents hav- ing to work from home,” Dorff said in a statement. “Some businesses are contending with less staff and even shutting some contact centres down, making customer service challenges a critical area of need. We now find ourselves amidst a global public health crisis, and we’re here to help our customers reach their audience through fast, reliable communications and digital commerce platforms.”

The software integrated with Clickatell’s cloud-based workflow automation software enables enterprises to automate responses and provide immediate answers to customers’ most frequently asked questions in WhatsApp, improving customer expe- rience and reducing operating costs. Clickatell also has the Clickatell Touch feature, a two-way mul- ti-channel customer engagement offering. Touch enables users to instantly respond and resolve cus- tomer queries through your web- site and social channels, including Facebook, Facebook Messenger, Twitter and WhatsApp.