Kenyan startup Swifttdial has launched a cloud-based contact centre solution that helps companies improve how they engage with their customers, and also in the era of COVID-19 makes it easier for employees to work from home.
Founded in March, Swifttdial makes the process of business communications simple, affordable and user-friendly.
The startup’s cloud-based contact centre solution allows companies to meet their customers at their point of convenience, be that voice, interactive text, or social media platforms like Facebook, Instagram, Twitter or WhatsApp, and respond to them from a single interface.
Messages from the different touchpoints are intelligently rerouted to the right agent to create a custom experience.
“Our cloud-based phone system enables companies to receive calls from one number, after which the calls are distributed to different agents based on their skill sets,” said Vincent Ochieng, Swifttdial’s co-founder and chief executive officer (CEO).
“The benefits, which are always generated by having a highly effective customer service, are numerous, regardless of the size of the company. However, the tools, which are currently available for use for augmenting customer service, are out of reach for the SMEs.”
With most of the current systems on the market geared towards large enterprises, Swifttdial bids to make them cost-effective for SMEs. The self-funded startup charges clients setup fees, as well as a fee per agent, per company.
“We also resell bulk SMS and bulk airtime, as well as USSD services. We are currently adding more revenue streams like launching an outsourced contact centre platform,” said Ochieng.
Swifttdial has already secured 30 clients with an average of five customer service representatives, and is currently hiring more sales and business development staff to ensure it is in the position to grow.
“We are currently serving the Kenyan market. We however have a single client in Nigeria, and have plans of expanding to Uganda, Nigeria, South Africa and Ghana by mid-2021,” said Ochieng.