Entrepreneurs told to embrace online interactions

Tuesday, September 17th, 2019 00:00 |
Embrace online interactions. Photo/Courtesy

Increased use of smartphones is putting pressure on businesses to transform their service delivery to a mobile-first experience, a study by Deloitte released yesterday reveals.

Deloitte East Africa technology, media and telecommunication leader Charles Luo said that opportunities had arisen for businesses to use digital tools such as chatbots to improve customer experience and acquisition, reduce churn, increase revenue per user and minimise the cost to serve primarily in the customer service centres.

Luo said institutions that rely on personal data to do business should therefore, sensitise consumers on the benefits of using such information instead of allowing them to feel jittery about it.

The study shows that 87 per cent of the respondents were unaware of the kinds of exposure they have online, especially when they use WhatsApp which has become quite popular among respondents.

“Only 51 per cent of respondents believe they are sharing their phone number with firms online when using WhatsApp,” the study says.

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