The customer intimacy challenge

As a major FMCG player in the region, Unilever South Africa has millions of clients who use their products on a day-to-day basis. Their customers range from very young to very old, and the offer in products is very diverse. Getting to know “the customer”, thanking him for being a client and improving the relation between brand and the consumer is not an easy task. But at Infinity Mobile we’re always in for a nice challenge 🙂
We proposed Unilever to provide a chatbot to their customers active on Facebook, so they could start chatting with them on Facebook Messenger. However, as we know just chatting is only a start, we made it possible for Unilever to thank a customer who did a purchase in a physical store!

Right after purchase, the customer can talk to the Messenger bot, and upload his physical cashier receipt. Our chatbot solution will then start to analyze the receipt, and will provide a feedback on the purchased items of the customer. In case the customer bought a product distributed by Unilever, the customer is eligible to win vouchers or get airtime credits. For the buying customer there is a clear win (easy to win a voucher) and for Unilever they convert an offline user to a digital connected customer.

Our platform was responsible to manage all data, conversations, integrations with third parties, the publication of the chatbot, and the alignment with live support agents where needed. Next to that we took care of scalability and fast loadingtimes requirements.

Collect fan data
Not only the customer data itself, but also the ordered products are interesting. All with consent of the customer.
Incentivize customer
The customer is incentivized to convert from offline to get in touch via an online channel.
Create happiness
Imagine you buy a product you would use anyway, but also win a price by doing that… sometimes things don’t have to be complex.
Chatbots and Chatboxes

Looking for help in chat ?

We always say that ‘anyone can create a chatbot, but creating a chatbot that actually makes sense to your target audience is not something anyone can do’. It mostly comes down to understanding the needs of the user, the alignment with internal processes of the company, and technical-wise the right integrations in a scalable approach. Our clients are active in different domains (retail, banking, production, distribution), operate worldwide and have a need to get closer to their customer.

Our platform is unique in its capability to add order & pay to chat conversations, creating maximum potential for upsells and crossels. Feel free to contact us to learn more.