A Kenyan startup is showing global businesses how to talk to their customers

Thursday, May 26, 2016

A florist chain in Argentina, a food delivery service in Hong Kong, and a Singaporean travel agency—these are a few of the companies relying on a Kenyan startup to help them talk to their customers on WhatsApp, WeChat, and other messaging apps.

 Ongair, a Nairobi-based startup, says instant messaging could and should replace the traditional channels of customer service—frustrating phone calls, inefficient e-mail exchanges, online chats that don’t work well on a smartphone, or SMS messages that costs businesses per text.
 “If your customers are on instant messaging, let them be there,” says co-founder Trevor Kimenye. Last year, three times as many messages were sent via WhatsApp or Facebook messenger a day than SMS. Ongair helps companies use those apps for customer service by aggregating messages from the various platforms into one dashboard.

Source: Quartz (link opens in a new window)