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Clickatell, a global chat platform  connecting businesses to consumers, has been selected by the  South African pharmacist retailer, Dis-Chem Pharmacies, to enable WhatsApp as its customer communication channel to engage with its customers.

Dis-Chem customers can now quickly and easily access various services through WhatsApp by sending “Hi” to 0860 347 243. The  menu then allows shoppers to choose which action they want to perform.

Utilising a conversational approach through WhatsApp, Dis-Chem’s millions of customers can: register for a Benefit Card and existing members can update their personal details; check their loyalty points balance; report lost or stolen cards and receive a digital replacement immediately; and register for Dis-Chem’s Baby Programme. 

Dis-Chem will also use the channel to alert customers when their repeat medication is due for collection or when delivery from their preferred store is ready through “Pack My Meds”, which is Dis-Chem’s online repeat medicine ordering platform. The channel also has information about clinic services, delivery services, and other store information.  

“Consumers have shown they prefer to use chat channels, and WhatsApp in particular, to engage with each other and with their favourite brands,” said Werner Lindemann, ​​Clickatell’s Commercial Senior Vice President for Growth Markets. 

Lindemann said the platform provides customers with a customer support system and time-efficient responses.

“We are looking forward to building the partnership with Dis-Chem over the coming months and years as we innovate and co-create new services using the chat app that will meet their customers’ growing digital expectations,” he added.

Retailers using Chat Commerce technology can enjoy significant gains including higher revenue growth, stronger customer retention, reduced service costs, and increased marketing effectiveness.