HelloDuty: Cloud-hosted, PBX phone system supporting Voice, Bulk SMS, USSD apps, WhatsApp Business API, and Ticketing

What is HelloDuty?

HelloDuty is no-code, click and configure, Cloud PBX system or Contact center software that integrates VOIP (voice over internet protocol). Built for large, medium, and small businesses that interact with their customers over Voice, 2-way SMS and bulk SMS, WhatsApp Business API, and USSD codes, HelloDuty is an omni-channel customer engagement platform. Email and live-chat modules are also under development and launching soon to provide a 360 contact center software.

HelloDuty is built for Africa First

For example, HelloDuty offers USSD because many African consumers are still using feature phones or have limited access to internet. This means that USSD is a critical customer engagement channel for businesses looking to penetrate African markets. However, USSD functionality is hardly ever included in contact center software by global players. It is not relevant in Europe or America where these software are built. Also, many global customer relationship management systems do not feature a strong customer engagement suite. At most, they may offer an automatic ticketing system for email only. HelloDuty fills this gap by offering automatic ticketing for all contact center channels and features API integrations with a wide variety of global CRM including, but not limited, to Salesforce, Odoo, Zoho, Zendesk, Freshdesk and Intercom, thus connecting customer service and customer experience directly to sales and retention.

Voice

HelloDuty allows businesses to us a single, well-marketed, contact number instead of several phone number held by different salespersons or branches or customer service agents. One contact number provides branding advantages, removes customer confusion, and ensures that business can obtain and secure customer personal data in accordance to the law. HelloDuty supports both round-robin routing and first-come-first-served routing. Business can have their customers interact with either an IVR (Interactive Voice Response) or an AI Voice agent. The IVR directs calls to the most appropriate queue for their need whether sales, support, billing where they wait to speak to the next available agent. Businesses keen on cutting wait times to zero and avoiding call abandonment, thus improving the customer experience, can elect to use an AI Voice agent instead of IVR. HelloDuty AI agents are already capable of handling frequently asked questions in near-human conversational mode and with African accents.

Other voice features on HelloDuty include:

a) Automatic ticket creation for all calls

b) Virtual phone numbers and/or SIP Trunking for Kenya, Tanzania, Uganda, Rwanda, Ethiopia, Nigeria, Ghana and South Africa

c) CTI (Computer to Telephony Integration) panel that gives agents various capabilities: calling, 2-way messaging, full customer calling history, notetaking for ticket completion, guided forms for quick access to FAQs and filling surveys, access to customer data stored in CRM via API integration, ticket tagging and closure e.t.c.

d) Supervisor toolkit that give supervisors and administrators deep contact center visibility and control through various capabilities e.g. access to all tickets, call logs, call recordings, queue creation and management, reports and dashboards e.t.c.

e) Call campaign scheduling with Sequential dialing

f) Call logs, downloadable call recordings and message records

g) Dynamic and customizable reports and dashboards

Contact us today for a demo of our Voice offering.

WhatsApp Business API

HelloDuty is a WhatsApp Business API provider for businesses take advantage of WhatsApp's full business offering over and above what is possible on the WhatsApp Business app. On HelloDuty, businesses can access the following WhatsApp Business API capabilities

a) WhatsApp 2-way messaging with automatic ticketing, conversation recording and reports and dashboards

b) WhatsApp calls especially for businesses looking to cheaply reach customers across various countries

c) WhatsApp OTP (one time password) delivery

d) WhatsApp bots for 24/7 customer service. AI-powered WhatsApp bots offer even greater effectiveness.

e) WhatsApp broadcasts for marketing, alerts, promotions

Contact us today to learn more about our WhatsApp Business API offering

SMS

HelloDuty offers both 2-way SMS and Bulk SMS. 2-way SMS can be used for conversations with customers while bulk SMS use cases vary. For example, business can use bulk SMS to send

a) SMS OTP

b) Alerts

c) Reminders

d) Promotions/discounts

e) Marketing messages

f) Notifications, confirmations and receipts

HelloDuty can also set up SMS bots for such use cases as customer surveys, customer support, order and delivery management, customer onboarding and KYC, knowledge bases. HelloDuty also provides Sender IDs (for Bulk SMS) and shortcodes (for 2-way SMS) on behalf of its clients in almost all Africa countries

Contact us today to learn more about our 2-way SMS and Bulk SMS offering.

USSD

USSD stands for Unstructured Supplementary Service Data and is a critical channel for serving the majority of consumers in Africa. HelloDuty provides Dedicated USSD codes and Shared USSD codes in Kenya, Uganda, Tanzania, Rwanda, DRC (Democratic Republic of Congo), Ghana, Nigeria, Namibia, Malawi, Zambia, and South Africa. Businesses can use USSD applications to allow customers on feature phones or with limited internet to access

a) Self-serve menus

b) Onboarding & Reservations

c) Payments & Billing

d) Product & Catalog Discovery

e) Customer Support

f) Promotions, Competitions, Campaigns

g) Bookings & Reservations

Contact us today to learn more about our USSD offering.

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Say Hello to Happier Customers

If you are a business in Kenya looking to unify and measure your customer engagements, ensure return on investment (ROI) on your customer experience strategy, gather and secure customer data and extract powerful insights from it that generate growth, consider HelloDuty. Contact us today for a demo.