South Africa's E-commerce and App Growth Demands Advanced Customer Engagement Solutions

16th April 2024 — YOUKNOW Technologies, specialists in providing data-driven solutions that help businesses optimise their marketing strategies and improve customer engagement, proudly announces its achievement of Orbit-Level status within the Braze Alloys partner ecosystem.

Braze Alloys partnership status is determined by several factors — accreditation, measured by the amount and depth of Braze certifications; delivery outcomes, measured by the volume of Braze customers; business performance, evaluated through influenced revenue and sourced opportunities; and adoption of the Braze platform.

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South Africa's E-commerce Boom Demands Sophisticated Customer Engagement

South Africa's e-commerce market is experiencing explosive growth, with sales reaching a record R71 billion (roughly $4.9 billion USD) in 2023. This surge presents both opportunities and challenges for local businesses. While online retail flourishes, particularly in clothing (30% market share) and groceries (22.3% market share), customer expectations are also evolving. A recent study found that 73% of online retailers believe exceptional customer service is critical for success.

South Africa's App Boom: Decoding Consumer Habits and Winning Strategies

South Africa's mobile app landscape is flourishing, with app downloads reaching new heights. But how are South Africans using these apps, and which sectors are leading the charge? Let's delve into the local app scene and explore winning strategies for businesses.

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App Downloads on the Rise

According to Statista, South Africa's smartphone penetration is expected to reach over 70% by 2025, fueling the app download frenzy. A report by World Wide Worx indicates that South Africans downloaded an average of 40 apps per phone in 2023. This presents a massive opportunity for businesses to connect with their audience on a personal and interactive level.

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Understanding the Customer Journey

While downloads are impressive, a good customer experience is key to app retention. Research by Rogerwilco reveals that "good" customer experience is becoming the bare minimum for South African consumers. The report highlights the importance of a seamless customer journey within the app. This translates to user-friendly interfaces, intuitive navigation, and quick resolution of in-app issues.

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The App Race: Who's Winning?

The "app race" is a close call, with different sectors vying for dominance. Retail apps are strong contenders, with convenient features like online shopping and loyalty programs attracting users. On the other hand, financial apps, particularly those in the banking and insurance sectors, are experiencing significant growth due to the increasing demand for mobile banking and on-the-go financial management. Social media and messaging apps remain ever-popular, showcasing the continued importance of staying connected.

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Email Marketing: Alive and Kicking!

Despite the app boom, email marketing remains a powerful tool. A study by Mailchimp indicates that South Africa's average email open rate is 32.4%, slightly higher than the global average. This highlights the continued relevance of email for targeted communication and driving customer engagement.

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Exploring the Benefits of the YOUKNOW Technologies and Braze Partnership

As part of the article, let's imagine a scenario where our CEO, Kelvin Jonck at YOUKNOW Technologies, engages in a conversation about the partnership with a prospective client at an event:

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Over a Coffee:

Prospective Client: "So I read about your new partnership with Braze. How does this expand your service and how would this make my business practically more efficient and profitable? What are the day-to-day benefits?"

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Kelvin: "Absolutely, let me break it down for you. Our partnership with Braze means we can offer you a comprehensive solution for optimising your customer engagement strategies. With Braze's powerful platform combined with our expertise in data-driven solutions, you can expect several benefits. Firstly, you'll gain access to more granular data, allowing for deeper insights into your customer behaviour. This means you can tailor your marketing efforts with precision, reaching the right audience with the right message at the right time. Secondly, better customer tracking means you can understand your customers' journey more effectively, identifying pain points and opportunities for improvement. And finally, easy integration ensures a seamless experience for your team, saving time and resources that can be better allocated elsewhere. Ultimately, these day-to-day benefits translate into improved efficiency and profitability for your business."

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This conversational approach not only introduces Braze but also highlights the practical benefits and day-to-day advantages of the partnership between YOUKNOW Technologies and Braze.

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Background Information

Since 2013, YOUKNOW has been at the forefront of efficient customer engagement and communication strategies for African brands, utilising the world's best technology. As a prominent partner in the innovative Braze Alloys ecosystem, we specialise in transforming how brands connect with their audiences. YOUKNOW is your essential partner in building robust data strategies and crafting compelling customer journeys. Our expert team is dedicated to seamlessly integrating advanced technologies, ensuring your brand not only meets but exceeds your strategic goals. From initial consultation to full-scale implementation and beyond, YOUKNOW is committed to elevating your customer interactions and boosting your revenue through superior engagement solutions.

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Key Benefits of the Partnership:

• X% Savings in Costs: Through our partnership, brands can expect significant savings in costs, optimising their marketing spend for maximum ROI.
• More Granular Data: With YOUKNOW's solutions, brands gain access to more granular data, allowing for deeper insights and more targeted campaigns.
• Better Customer Tracking: Our advanced tracking capabilities ensure better customer tracking, enabling brands to understand and anticipate customer needs more effectively.
• Easy Integration: YOUKNOW's solutions seamlessly integrate with Braze, providing a hassle-free experience for brands looking to enhance their customer engagement strategies.

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Spokesperson Quote

“We appreciate the dedication and focus from the YOUKNOW team to help our customers realise maximum value from the Braze platform,” said Gareth Ballard, VP, Partnerships of Braze. “Achieving this status is no small feat, and it’s a great demonstration of the effort from the YOUKNOW team. It’s an exciting time to be a Braze partner, and I look forward to seeing how YOUKNOW continues to drive value for our customers.”

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About YOUKNOW Technologies

Founded in 2014 by our CEO, Kelvin Jonck, YOUKNOW was established from a need to help African digital professionals outpace their competition by expertly leveraging top global technology within a local context.

Our mission is straightforward: we identify the world's leading technology companies and ensure that African companies can leverage those technologies to realise full ROI. We've curated the most effective tech stack to meet their needs and support it with a team of local experts specialised in these technologies.

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About Braze

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to AI-powered experimentation and optimisation, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty. The company has been recognised as a 2024 U.S. News Best Technology Companies to Work For, is a 2023 UK Best Workplace for Women by Great Place to Work, and was named a Leader by Gartner® in the 2023 Magic Quadrant™ for Multichannel Marketing Hubs and in The Forrester Wave™: Cross-Channel Marketing Hubs, Q1 2023. Braze is headquartered in New York with 10+ offices across North America, Europe, and APAC. Learn more at braze.com.

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PARTNER MEDIA CONTACT:

Camille Darné

Email: cami@youknow.co.za

Cross-Channel Marketing Hubs, Q1 2023. Braze is headquartered in New York with 10+ offices across North America, Europe, and APAC. Learn more at braze.com.

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PARTNER MEDIA CONTACT:

Camille Darné

Email: cami@youknow.co.za