Chatbots Help Human Agents Drive Better CX in South Africa

Muralidharan C

VP of Custoer Success,

Grant Wing

COO, Planet42

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What will you learn?


Planet42 - The business landscape and challenges

Grant Wing, COO of Planet42, a rent-to-buy service headquartered in South Africa have come across significant challenges in reaching out and interacting with their customers.


The impact of the COVID-19 pandemic on business

The COVID-19 pandemic exacerbated that was already challenging. Planet42 needed to find a better way to interact with their customers digitally.


Agent Assist on WhatsApp for better customer experience

Planet42 discovered that the majority of people in South Africa were on WhatsApp. This combined with the simplicity and ease of using the app made WhatsApp a go-to channel for customer interactions.

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