Messaging app will offer fast, direct connection for customers with their favourite retail brands.
Critizr, Europe’s customer interaction management specialists, on 19th October, announced the launch of WhatsApp within their leading Critizr Connection platform.
Responding to the growing need of brands to build proximity between store managers and their customers, the new feature will be rolled out for Critizr Connection’s 60,000 plus retail users across Europe to further enhance the customer experience.
The update signifies Critizr’s commitment to providing brands with access to the apps, channels and ways to chat that customers like to use, so businesses can build close, valuable customer relationships every day.
The new Whatsapp functionality will initially be deployed in all hypermarkets for Critizr’s flagship customer, the French grocery leader Carrefour.
For users, the addition of Whatsapp will mean:
– Simplified management of customer interactions: store managers can quickly and easily connect with shoppers to improve customer experience and loyalty as part of their day to day role.
– A single, unified view of the customer: Whatsapp messaging is integrated into the familiar Critizr platform interface which centralises messages and reviews for the shop floor and back office.
– Real-time conversations: store managers are notified instantly when a Whatsapp message arrives and they can respond directly within the platform. Unlike email exchanges, fast, real-time conversations are facilitated – with less waiting time and risk of misunderstanding.
– Building customer loyalty: people enjoy connecting with brands in the same way they do with friends and family, via an app that is deeply rooted in their every-day lives.
In 2021, 175 million people around the world use WhatsApp Business every day. In a world where everyone exchanges instant messages with their loved one, consumers expect to be able to do the same with their favourite store, contributing to the current digital transformation of the retail sector.
Thibaut Carlier, CPO and co-founder of Critizr, comments: “With the launch of WhatsApp in Critizr Connection, we are giving customers the opportunity to have their favourite brands in their pocket. This is a giant step forward for retail transformation. At Critizr, we want to bring local engagement back to life and make it easier for store teams to manage customer interactions. Giving them the ability to engage with their own customers via WhatsApp is about joining customers in their daily lives. We are very proud to support and accompany many of the world’s leading retailers in this process.“
About Critizr Connection
Critzr Connection is Europe’s leading Customer Interaction Management platform. Over 60,000 retail professionals working in 120 of Europe’s biggest companies use our platform every day to build close, high-value relationships with customers. Critizr empowers the people working at retail’s frontline, giving them the tools and insights they need to listen, connect and hold real-time conversations with their own customers. In a world where people want to talk and connect with brands in an instant, our platform solves the urgent need today’s businesses have to make every interaction count – no matter when, where or which channel customers use to get in touch. Our easy-to-use, single-interface platform puts a clear, dynamic view of the customer in front of instore teams, so they can start conversations, understand problems and take action – quickly, efficiently and personally. No customer is left to fall between the gaps. This is how we are transforming the way businesses like Carrefour, Monoprix, Domino’s and many others deliver a best-in-class customer experience, to win loyalty and market share, from the grass roots up. By turning local staff into customer champions in their own outlet, we give businesses a powerful tool to improve individual store and whole business performance – one customer at a time. Founded in 2012, Critizr has a fast-growing team of over 100 CX experts, with offices in Paris, Lille and London. The business is currently rolling out an ambitious expansion plan to support and grow its stable of clients in the retail, banking, travel, entertainment and hospitality sectors globally.
Holly brings a wealth of experience in both print and digital publishing. As Modern Retail’s Content Editor, Holly is passionate about helping independent retailers to thrive in today’s ever-changing market.