SA CX platform inQuba first to launch integrated Whatsapp chat

Leading SA customer experience (CX) company inQuba announced the launch of a fully integrated Whatsapp chat feature on their platform – the first of its kind. 

Founded in 2010 by Michael Renzon (CEO) and Managing Director Trent Rossini, inQuba featured in Ventureburn in 2020 after closing an expansion capital round featuring Knife Capital and Rand Merchant Bank (RMB).

The company is the first to launch fully integrated WhatsApp functionality

In a statement to Ventureburn, MD Rossini discussed the round and how it impacted this expansion. “The combined Knife and RMB investments allow us to scale our international sales, marketing, partner network and go-to-market capability, while further developing the inQuba platform features. We’re fortunate that our investors have a global mindset and reach to optimise our next stage of growth,” he clarified. 

The Whatsapp chat integration

inQuba’s Saas Journey Management platform helps companies understand the journeys their users go on while using several communication channels (call centres, email, internet and chat platforms like WhatsApp) by helping to initiate a conversation with the customer wherever they are in that journey and inputting user feedback to analyse and implement next steps. 

“This enables businesses to engage customers conversationally at key points in the customer journey and nudge them forward by obtaining feedback on their experience with the company or sending them the information they need or providing information for them to complete, for example, a new insurance application. This helps to reduce pressure on call centres and other administrative teams. Information gathered from the WhatsApp channel is filtered into the company backend where relevant teams can take action,” Rossini told Ventureburn. 

The WhatsApp and SMS features are integrated into the platform’s existing mobile engagement suite (enabled for Whatsapp Business-registered numbers), offering users SMS-to-mobile web surveys, email-to-mobile web surveys and app-embedded surveys and allowing companies to give customers an experience unique to their business.

”inQuba is unique in its ability to bring together these very diverse datasets, trigger digital interventions and build up an attitudinal profile of customers. It is only through this deep understanding that end-customers can be understood and obstacles eliminated for them as they work towards their goal of buying products, being serviced or renewing their contracts across telcos, retailers and financial services companies,” Rossini explained.

inQuba has several developments laid out for the near future. “We have a large development underway to expand the digital channels that can be seamlessly ingested into the inQuba platform. It will be possible to be able to track display adverts, through to company website logins, through to call centre calls, on to social media chats, linking all this data together and overlaying this with deep insights on the end customer’s view on value delivery. The platform is underpinned by strong machine learning capabilities that make sense of the unstructured text and provide insight into the effective and ineffective journey paths,” Rossini detailed.

The company’s social impact is reflected in its resilience and refusal to lay off workers during the pandemic. Rossini explained that inQuba is fortunate to employ highly skilled individuals that can leverage their tremendous skills globally during this trying time. “During the Covid period, we were able to retain all staff and are now growing. This cascading effect of having high-income earners generating income and attracting global revenue streams strengthens the SA economy,” he concluded.

Read more: InQuba closes expansion capital funding round
Read more: Top startup web events in SA this week [19/07/2021]

Featured image: inQuba Managing Director, Trent Rossini (Supplied)