Global communications company, Infobip, together with illation, a leading digital customer experience specialist in South Africa have been selected to provide a WhatsApp for Business Application Programme Interface (API) and chatbot solution for Leroy Merlin’s contact centre
The collaboration allows Leroy Merlin, a leading do-it-yourself (DIY) hypermarket franchise, to offer 24/7/365 self-service capabilities to its customers.
Leroy Merlin CIO Dmitriy Anderson explained, “We realised that one of our customers’ favourite communication channels is WhatsApp. As it is widely used, we knew we needed to integrate it into our contact centre solution to allow customers to get in touch with us through their favourite chat app. It was a tactical approach to customer satisfaction, providing them with more choice.”
Illation is a leading technology company that specialises in crafting state-of-the-art CX journeys. Through their thoroughly curated list of partnerships with both local and international partners, many of which are Gartner-rated, illation seeks to bring together all the technological requirements necessary for exceptional customer engagements.
The first phase of the project saw the integration of WhatsApp for Business API, along with Telegram and Facebook messenger, into Leroy Merlin’s existing communications platform. This was followed by the deployment of a chatbot that enabled automation on the WhatsApp channel, which was also integrated into Leroy Merlin’s existing contact centre application.
Shaun van Rooyen, regional strategic partnerships manager at Infobip, said, “The project was implemented over a very tight timeline- six weeks in total- but everything went smoothly and the chatbot is working extremely well. I think that overall, Leroy Merlin has seen some good results already following the completion of the project.”
