Pick n Pay Selects Clickatell to Manage its WhatsApp Customer Communication

Clickatell, a leader in mobile communications and chat commerce, has been selected by leading African retailer Pick n Pay to manage their WhatsApp customer communication channel.

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

This partnership between Pick n Pay and Clickatell enables customers to manage their Smart Shopper status and details via WhatsApp. This includes the ability for its nine million active Smart Shoppers to view their loyalty points balance, block their lost or stolen cards, as well as order card replacements. Also, customers can quickly and easily update their personal details and enter competitions.

“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.”

Pieter de Villiers, CEO and Co-Founder, Clickatell

Pick n Pay Smart Shopper has always been a firm favourite with South African shoppers and has recently been named as the most used loyalty program in South Africa in the 2021 Truth & BrandMapp SA Loyalty Whitepaper.

“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.”

John Bradshaw, Head of Omnichannel, Pick n Pay