Ramadan comes with a unique set of consumer activities and trends. Mohamed Essam, CEQUENS Head of Products, shares which CPaaS solutions can help businesses accommodate the shifting needs of their clients before, during, and after the holy month.
It is reported that conversation volumes on social media surge during Ramadan, with an overall increase of 214.6%. How can businesses utilize this information to become part of the narrative?
It is important to leverage the power of social media during this time. One way to do so is by creating targeted WhatsApp campaigns that focus on the themes and trends that are most relevant to the holy month. For example, businesses can create content that highlights special deals and promotions that are tailored to the needs of customers during Ramadan or share tips and advice on how to make the most of the fasting period.
Increased conversation volumes do not translate directly to increased sales. In fact, intent to purchase volumes witnessed a 6.9% decrease during last Ramadan. What do you think went wrong there and how can CPaaS solutions work to positively impact a company’s ROI through increased sales?
Businesses may have focused too heavily on promotions and discounts rather than providing customers with relevant and useful information and support during the fasting hours. CPaaS solutions can help businesses to positively impact their ROI through increased sales by providing a range of communication channels including SMS, WhatsApp, voice, and chatbots, that can be used to engage customers in a more personalized and effective way.
For example, businesses can use chatbot technology to provide customers with helpful information and support during fasting hours when customer service teams may be unavailable. Additionally, businesses can use analytics and reporting tools to gain insights into customer behavior and preferences during the month, which can be used to inform future marketing and engagement strategies.
Additionally, businesses can use the power of automation to send personalized messages, such as sending greetings, offers, and promotions based on the customer's preferences and history of interactions. All these efforts can help increase customer engagement, build stronger connections with customers, and drive sales.
It is also noted that not only does the type of food consumed during Ramadan change, but how people prefer to order it changes as well. According to Statista, the use of food applications is likely to increase by more than 55% during Ramadan in the MENA region. With most finding it more convenient to order food at home instead of going out or take away, what advice would you give to food applications?
With an increased use of food delivery applications, this is the perfect time for businesses to elevate their customer journeys through a number of tips. To start things off, it is encouraged to offer specialized menus. Food delivery applications can send personalized SMS/WhatsApp campaigns featuring traditional Ramadan dishes and meals that are popular during the holy month. This can help attract customers who are looking for specific foods to eat during the month.
A seasonal menu requires airtight logistics solutions. This could include implementing real-time tracking for customers by keeping customers informed about the status of their orders especially that a huge number of orders need to be delivered at the same time for iftar. During this time, look into promoting convenience, such as by highlighting the benefits of not having to leave home to buy or prepare meals.
Lastly, food delivery applications should also provide customer support during Ramadan as many customers may have questions or need assistance with their orders. An AI-powered chatbot can, for example, assist customers with any queries they may have, providing them with relevant information and guiding them through the process of ordering food.
Overall, a reliable CPaaS platform can help businesses effectively communicate with their customers during Ramadan and beyond, providing a flexible and efficient solution that can be tailored to their consumers’ unique needs.