Brands/Products
Ikeja Electric Unveils WhatsApp Chatbot for Complaints Resolution
By Modupe Gbadeyanka
A WhatsApp messaging solution, which offers real-time customers complaints resolution and 24-hour customer support service, has been introduced by Ikeja Electric.
A statement from the nation’s largest power distribution company explained that the IE WhatsApp Chatbot works like regular WhatsApp platform and enables seamless two-way communication between the customer and the DisCo through the chat interface.
Through the platform, customers can get their account details, check and pay bills, confirm payments, report faults, make complaints and request for a prepaid meter.
Ikeja Electric said its customers can add the dedicated WhatsApp Chatbot number, 09088951626, on their phone contacts to also check supply availability, report case of energy theft or vandalism, request for new connection and get answers to Frequently Asked Questions (FAQs), among other services.
Customers can also speak with Customer Care Representative via the IE WhatsApp Chatbot if required, it added.
According to the Head of Corporate Communications for Ikeja Electric, Mr Felix Ofulue, the decision to deploy the service is part of the firm’s major push to deliver an optimum quality customer experience through technology.
This commitment continues to elicit a passion for service excellence and new thinking on how to empower lives and businesses across the IE network, he noted.
“IE as a business is following through with our digital transformation initiative to deliver optimal quality customer service using technology.
“WhatsApp, on the other hand, is a platform that has millions of users and huge adoption for customer resolution.
“Our goal is to ensure that our customers are able to reach us on WhatsApp as an easy medium of communication and to ensure we meet our target of delivering excellent service,” Mr Ofulue said.
He pointed out that IE has over 800,000 customers within Lagos metropolis and as a business that understands consumer’s behaviour, motivations and needs, it has become imperative to introduce the WhatsApp channel to augment other existing customer touchpoints.
“Our vision is to be the provider of choice wherever energy is consumed, so we are focusing on a huge adoption of technology to achieve this. This is also in line with our mantra of ‘customer first, technology now’.
“At the same time, we realise that a lot of our customers use WhatsApp as a preferred means of communication, so it is an obvious choice to provide it as a channel for customers to reach us seamlessly and communicate with us whenever they choose,” he said.
“The WhatsApp Chatbot, which will augment its existing customer touchpoints, is available to receive multiple queries and promptly respond with relevant information to various customers at the same time. However, customers cannot call the number since it is only reachable through WhatsApp chat,” he added.
Mr Ofulue said the introduction of the service will further optimize the Call Centre resources and also enhance the customer experience as the solution is capable of personalizing conversations, this will, in turn, add to the value and quality of interaction.
The WhatsApp Chatbot is a product of a strategic relationship between IE and Infobip, a leading global cloud solutions provider.
It was provisioned on a scalable digital cloud contact centre solution that enables businesses to deliver Omni-channel support for customers through a single interface for agents.
Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house Chabot can all be managed through the platform named Conversations.
Brands/Products
AliExpress Accepts Verve Cards for Payment From Nigerian Shoppers
By Modupe Gbadeyanka
Nigerian shoppers who use one of the world’s largest online retail platforms, AliExpress, can now pay for the items with their Verve cards, Business Post has learned.
This has been made possible because of a partnership between the e-commerce platform and the leading domestic payments card scheme and token brand, Verve International.
It was gathered that the collaboration empowers Verve cardholders, both locally and internationally, to engage in cross-border transactions.
It also reinforces Verve’s unwavering commitment to delivering inclusive, innovative, and secure digital payment solutions that empower individuals and businesses alike, while bridging the gap in global digital commerce.
With AliExpress joining this network and Verve integrated into its payment options, Verve cardholders can easily shop and pay for a wide range of products.
To shop on AliExpress using a Verve card, users need to simply sign in, select the items to buy, and click ‘Buy now.’ When prompted, add a new card and enter the Verve card details. Save the information for future use, confirm the details, and complete the payment seamlessly.
“We are excited to announce that Verve is now accepted on AliExpress, a globally recognised e-commerce leader.
“This marks a significant milestone in our global expansion journey, reflecting our commitment to providing cardholders with access to more possibilities in today’s digital economy.
“The addition of AliExpress to our growing network is just the beginning, there’s much more to come as we continue to innovate, expand, and deliver value to millions of Verve cardholders in Nigeria and beyond,” the Managing Director of Verve International, Mr Vincent Ogbunude, said.
Verve’s expanding global network is bolstered by partnerships with renowned brands such as Google, YouTube, Netflix, Amazon Prime, Facebook, Uber, Spotify, among others, enabling cardholders to conveniently pay for subscriptions in Naira.
These alliances solidify Verve’s position as a trusted leader in the digital payments space, ensuring that consumers can access top-notch services across diverse industries.
Brands/Products
FCCPC Raises Alarm Over Low-Quality Brazilian Sugar in Nigerian Markets
By Adedapo Adesanya
The Federal Competition and Consumer Protection Commission (FCCPC) has raised alarm about low-quality sugar from Brazil in the Nigerian markets.
In a statement signed by the Director of Corporate Affairs, Mr Ondaje Ijagwu, the consumer protection agency said it uncovered the availability of substandard and unregistered sugar products in Nigerian markets, particularly smuggled brands from Brazil, including Grupo Moreno, Terous, USI S. Joao, Alvean and Arapora Bionergia.
The products failed to meet mandatory Vitamin A fortification requirements, posing serious health risks to consumers, undermining the integrity of the local sugar industry, and contributing to price manipulation that harms the market.
Acting on a tip-off, FCCPC operatives conducted discreet investigations across the country, particularly in the South-West and the North-East.
The investigations revealed that many of the identified sugar products lacked normal labelling, including production and expiry dates, batch numbers, and the mandatory National Agency for Food and Drug Administration and Control (NAFDAC) registration.
“Even more concerning, most of the products were not fortified with Vitamin A, a critical nutrient essential for good vision, immune health, and overall well-being.
“The absence of this fortification exposes Nigerian consumers to serious health risks, including blindness and increased susceptibility to infections, particularly among vulnerable groups such as children and pregnant women,” the statement added.
The FCCPC also lamented concerns about the economic impact of these products, noting that the influx of smuggled sugar undermines fair competition, placing undue pressure on compliant local producers who adhere to regulatory standards.
The body warned that importers of these substandard products engage in price manipulation to the detriment of genuine producers and consumers while pretending that the products are genuine.
“This jeopardises the sustainability of the Nigerian sugar industry and also erodes consumer trust in the market,” the statement added.
The FCCPC also warned that smuggling, facilitated through porous borders, particularly from neighbouring countries such as Cameroun and the Benin Republic, further complicates enforcement efforts and hampers traceability.
FCCPC also reassured the general public that it is taking decisive steps to address this issue consistent with the provisions of the Federal Competition and Consumer Protection Act (FCCPA) 2018.
“The Commission charged Nigerian consumers to verify the authenticity of sugar products by ascertaining they carry proper labelling, including NAFDAC registration and evidence of Vitamin A fortification.
“The FCCPC is intensifying enforcement and surveillance in collaboration with NAFDAC, the Nigeria Customs Service, and other relevant agencies. These efforts include enhanced surveillance and follow-up market inspections to disrupt the supply chain of smuggled sugar products.
“The FCCPC is also engaging with industry stakeholders to promote compliance with quality standards, protect local producers, and foster fair competition within the sugar market,” it added.
Brands/Products
GOtv Extends Golden Window to Customers for Festive Season
MultiChoice Nigeria, the leading pay-TV service provider, has announced the extension of the Supa Plus Golden Window for the festive season.
Customers can continue to enjoy the GOtv Supa+ package at the discounted price of N13,900 instead of the regular N15,700.
The Executive Head of Marketing for West Africa at MultiChoice, Tope Oshunkeye, stated that the extension of the Golden Window is in line with making entertainment accessible to every home during the festive season.
“By extending the Golden Window, we’re allowing our valued customers to enjoy premium entertainment at a discounted price and create an immersive and delightful experience for families to enjoy together while creating memorable moments”. It’s part of our bigger goal this festive season; to make it a good season for everybody.
In addition to the extension of the Golden Window, GOtv also has an exciting lineup of shows on Africa Magic Showcase to keep viewers entertained throughout the festive season.
Running throughout the festive season, to January 11th, the lineup features captivating titles such as The Jump and 10th Anniversary two new Africa Magic original movies.
The schedule for this season promises something for everyone to enjoy, with the launch of the Holiday channel and the exclusive Bovi Comedy Special – Christmas with Bovi, from December 24th to 26th. Rounding up the entertainment is a feast of football this season.
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