CRM News South Africa

Pick n Pay now offers customer support via WhatsApp

Pick n Pay has introduced a WhatsApp communication channel to offer its 9 million Smart Shopper members instant and easy customer support.
Source: Supplied
Source: Supplied

Pick n Pay's new WhatsApp service is the result of a partnership with mobile communications and chat commerce company Clickatell.

Customers can easily access Pick n Pay services by sending “Hi” to +27 60 070 3037. The easy-to-navigate menu then allows shoppers to choose which action they want to perform.

The Pick n Pay WhatsApp channel currently hosts catalogues, Covid-19 FAQs, store locator, Smart Shopper card services and other customer services options.

It also enables customers to manage their Smart Shopper status and details via WhatsApp, and view their loyalty points balance, block their lost or stolen cards, as well as order card replacements. In addition, customers easily update their personal details and enter competitions.

“We are constantly looking to improve our customer service and to make it easier for our customers to engage with us. WhatsApp is a popular communication channel so it made sense to launch a chat option for our customers to engage with us whenever they choose. Customers are loving the WhatsApp messaging function and the opportunity to get store or Smart Shopper information within seconds,” says John Bradshaw, head of omnichannel at Pick n Pay.

Pieter de Villiers, CEO and cofounder at Clickatell, adds, “According to Forrester, retail is leading the way in chat adoption, and we are excited to provide an engaging experience for Pick n Pay customers in chat. Consumers love chat and with the broad reach of WhatsApp it is the perfect channel for Pick n Pay to serve their customers.”

Pick n Pay Smart Shopper was recently named as the most used loyalty programme in South Africa in the 2021 Truth & BrandMapp SA Loyalty Whitepaper.

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