In a world overflowing with information and an ever-growing array of apps vying for attention, South African smartphone users are increasingly overwhelmed.
“South Africans rely on their smartphones to navigate daily life, yet most of us only regularly use a handful of apps,” says Stefan Gerber, co-founder of Tregter. “This creates a disconnect where companies invest heavily in bespoke apps that struggle to gain traction.
“Instead of adding more clutter, businesses should focus on leveraging platforms that users are already comfortable with, like WhatsApp. Chatbots offer a seamless, accessible, and a cost-effective way to engage customers.”
The rise in smartphone use has democratised communication, but it has also contributed to a phenomenon Tregter calls “information bloat”.
This is particularly problematic in a country like South Africa, where users prioritize efficiency and ease of access. Gerber points out that companies can overcome this challenge by rethinking how they connect with their audience.
“Why make your customers download an app they’ll barely use when you can meet them where they already are?” Gerber adds. “WhatsApp chatbots allow companies to personalize interactions, offer loyalty rewards, and even facilitate product sales without asking users to take an extra step. It’s about creating meaningful engagement without adding to the noise.”
Tregter emphasises the need for simplicity and functionality. By leveraging chatbots, companies can centralize customer interactions, reduce costs, and improve user experience. This approach is not just about convenience but also about building trust in a digital economy.
“Effective communication isn’t about shouting louder; it’s about speaking smarter,” Gerber explains. “In a world where attention spans are shrinking, the path of least resistance—chatbots — is the natural evolution of customer engagement.”
As South Africa continues to adopt digital-first solutions, Gerber says it’s time to declutter our digital lives and embrace tools that simplify, not complicate, our interactions. By harnessing the power of chatbots, businesses can ensure they remain relevant, effective, and connected to their audiences in a rapidly evolving technological landscape.