Customer Engagement Archives - Page 3 of 3

Customer Engagement

An omnichannel customer communication platform in use: messaging chat, social DMs, email, website live chat, and SMS and voice all converging into one shared team inbox, where every conversation is assigned to an agent and tracked.

Best Omnichannel Customer Communication Platforms for African Businesses (2026)

Customer Engagement, Customer Experience / Abisola Tanzako

A customer messages your Instagram on Monday, follows up on WhatsApp on Tuesday from a different number, then emails on Wednesday because nobody replied. Three threads, three apps, one increasingly frustrated person — and nobody on your team can see the whole story. The best omnichannel customer communication platform is the one that ends that. […]

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Customer Engagement

Unified inbox catching bad customer service examples across WhatsApp, SMS and voice as unhappy customers quietly walk away — closing the feedback gap behind silent churn

Bad Customer Service Examples — and How to Fix the Silent Churn Behind Them

Customer Engagement, Customer Experience / Godwin Amefia

15 real-world bad customer service examples and the 4-step recovery framework African enterprises use to turn failures into customer loyalty.

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AI & Analytics

CRM vs marketing automation — a messaging-first CRM inbox bridging the sales relationship system and the marketing automation funnel

CRM vs Marketing Automation: The Difference, When You Need Both, and the CRM That Bridges Them

AI & Analytics, Customer Engagement, Customer Experience / Josephine Owusua

CRM manages relationships. Marketing automation runs campaigns. See how they differ, when they overlap, and whether one platform can replace both.

CRM vs Marketing Automation: The Difference, When You Need Both, and the CRM That Bridges Them Read More »

Customer Engagement

USSD banking menu on a feature phone showing check balance, transfer and mini-statement options, with a confirmed cedi balance and a live session to the bank — banking with no app and no data in Ghana

USSD Banking: How Mobile Banking Works Without Internet

Customer Engagement, USSD Solutions / Abisola Tanzako

USSD banking lets a bank, microfinance or fintech customer check a balance, transfer money, get a mini-statement and pay bills by dialling their bank’s short code, such as the illustrative *123# used in this guide — on any phone, with no app and no data. A live menu opens on the screen in seconds, the

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Customer Engagement

USSD menu on a mobile phone screen showing the *123# dial code and numbered options, with a live session to the mobile network — how USSD works with no app or data

What Is USSD? Meaning, How It Works, and Business Uses

Customer Engagement, USSD Solutions / Abisola Tanzako

USSD (Unstructured Supplementary Service Data) is the technology behind the *123#-style codes you dial on a mobile phone to open a menu — check your balance, buy airtime, or send mobile money. You dial a short code, a live menu appears, you make a choice, and you get an answer in seconds. It works on

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Customer Engagement

Best Omnichannel Customer Communication Platforms for African Businesses (2026)

Bad Customer Service Examples — and How to Fix the Silent Churn Behind Them

CRM vs Marketing Automation: The Difference, When You Need Both, and the CRM That Bridges Them

USSD Banking: How Mobile Banking Works Without Internet

What Is USSD? Meaning, How It Works, and Business Uses

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