Infobip’s AI-driven chatbot enables Twiga Foods to drive meaningful engagement
Global
cloud communication company Infobip
has deployed its AI-driven chatbot building platform (Answers) over WhatsApp
for Twiga Foods Kenya.
Twiga Foods was established in 2014 to reduce fragmentation in the produce market.
The
agri-tech start-up runs a mobile-based Business-to-Business (B2B) food supply
platform that supplies fresh fruits and vegetables sourced from farmers in
rural Kenya to small- and medium-sized vendors, outlets and kiosks countrywide.
The company has
built a deep understanding of how to innovate in the African retail market, by
embracing independent retailers and giving them greater access to high quality
foods, produce and home goods by leveraging the latest technology and the
ubiquity of mobile phones combined with modern distribution and logistics.
Drive meaningful
engagement
Over the past 8
years Twiga Foods has been using field marketing agents, who engaged directly
to sign up vendors across Kenya. .
Even though the
field marketing strategy worked for the company over the years, Twiga realised
it needed a more efficient and cost-effective way to activate vendors.
According to
Stellah Njeru Product Manager, Social Commerce at Twiga Foods Kenya, the
company needed a hassle-free onboarding process of vendors who fulfill the
minimum Know Your Customer (KYC) requirement onto its platform.
“We needed to
seamlessly scale the onboarding of small and medium sized vendors within
the region through a preferred communications channel,” says Njeru.
Njeru said that
the Answers chatbot solution provided by
Infobip has helped the company drive meaningful, personalised and scalable
engagement with existing and new vendors across the country.
“We have significantly improved the onboarding
process, through self-registration; 40% of vendors across the country are fully
registered and KYCd via Twiggy on WhatsApp within less than 3 mins," she
said.
For the
development team at Twiga, Infobip’s Answers chatbot building solution works
perfectly; it saved them numerous hours as it's easy to build on, supports
integrations with their internal backend services and most importantly can be
securely deployed to multiple social channels as they scale.
With the company
now being available and able to support customers 24/7 through WhatsApp, Twiga
Foods customer satisfaction rating & customer retention has improved.
“We are
transforming African retail with an alternative system that eliminates
inefficiencies and generates the same results as the modernisation of retail in
more developed markets,” Emma Mugo at
Infobip says,
“Chatbot
solutions are fundamentally altering the way many businesses operate since
AI-driven bots can engage with customers more effectively and efficiently while
also giving an organisation a greater understanding of its clients."
Want to send us a story? SMS to 25170 or WhatsApp 0743570000 or Submit on Citizen Digital or email wananchi@royalmedia.co.ke
Comments
No comments yet.
Leave a Comment