Viber has announced that it has opened its latest social channel ‘Public Chats’ to partners in South Africa, the rest of Africa, and the Middle East.
Brands, organisations, celebrities, public figures and social influencers from these countries can now join Viber’s global platform to reach a local and regional audience.
Public Chats are live discussions that Viber users can follow, like and share with their community. Released in beta version in November 2014 with select global partners, this feature offers a new kind of social experience – tapping into live conversations from celebrities, personalities, brands and organisations. Mobile users can discover new communities, follow interactive chats in real-time and share original pieces of content with friends and contacts.
“The Middle East and Africa are important markets for Viber, and we are pleased to welcome local influencers and brands to our Public Chats platform,” said Mark Hardy, CMO, Viber. “We are sure they will enjoy chatting, commenting and debating live on this active social channel whilst sharing tips, news, and local content to our constantly connected mobile audience across the region.”
Selected partners in Africa, at Pan-African level and in key markets such as South Africa, Kenya, Nigeria, Ghana, Senegal, Ivory Coast and Egypt, have joined Public Chats for this regional launch in a bid to be the first players to offer local conversations on Viber. African users can now start to follow them from the Viber Public Chats explore page.
Super star of African Music, Youssou NDour, the internationally acclaimed Senegalese singer and composer just joined Viber Public Chats. HE SAID: “The Viber Public Chats channel will enable my fans to follow in real time my music and artistic activities; it will also represent an opportunity for me to engage in discussions designed to forge a peaceful and open world.”
Partners in South Africa include Vanessa Haywood, business woman, sports personality and actress; Cindy Pivacic, HIV awareness creator; Carishma Basday, actress, model and yogi; GreenPop, an environmental NGO on a mission to plant trees; Homeology, an interior design webzine; Gareth Pon, internationally recognised image creator; African Hip Hop music blog; adventure couple Gugu and Letshego Zulu; soul singer Ms Kelle; talent, brand and media management specialist Sheree O’Brien; and Hint Business Community founded by Brandon Tancott and Willem Gous.
“I decided to join Viber Public Chats to inspire men, women and children to lead active lifestyles,” says Vanessa Haywood. “I have a great love for sport and adventure among other things and Viber Public Chats has an outstanding reach which I am very excited to tap into”.
“We’re in a new era of HIV care and prevention,” says Cindy Pivacic, HIV activist. “Viber Public Chats represent an ideal platform for spreading messages and debating HIV issues.”
Cindy’s decision to go public with her status was prompted by her own experience with the disease. After acquiring numerous illnesses associated with HIV and AIDS, Cindy realised that she would not cope without the help of others. “Through the use of Viber Public Chats, I hope to bring together a group of people who have experiences to share with a young audience and discuss HIV knowledge, stigma and prevention and ultimately call on people to get tested.”
With proficient knowledge in the use of mobile photography apps, Gareth Pon is influential both locally and internationally. “One of my many passions is to connect and grow the mobile photography community,” he says. “I see Viber Public Chats as a great way to share, learn, explore and spread creativity of photography through mobile.”
Jumia, the leading ecommerce platform in Africa, recently opened Public Chats in Egypt and Nigeria and were one of the first partners to join this new social channel in the Middle East and Africa. Viber users can expect more Jumia Public Chats to open in the African continent in the coming months.
“We are really excited with this partnership,” said Jeremy Doutte, CEO of Jumia. “As new African customers discover the Internet first through their mobile, we want to address them wherever they are. Viber is a mobile first company with an outstanding reach in Africa. Jumia is also a mobile first company and the first online shopping destination in Africa. Joining forces will enable both Viber and Jumia to deliver quality content and good vibes to our users.”
More than 50 partners have joined Public Chats in key African markets. Viber users can now follow Bella Naija, top lifestyle media in Nigeria, Xtian Dela, radio presenter, Blogger & Social Influencer in Kenya, Filfan the first entertainment platform in Egypt, Live FM radio in Ghana, the WIW Sport news portal in Senegal, and Serge Beynaud, Afro Pop musician and composer from Ivory Coast.
Public Chats are easy to follow from within the Viber app. Anyone on Viber can follow as many Public Chats as they like. Conversations are multi-media and include text, photos, audio, video, stickers, web links and geo-localisation. Users can invite friends to follow their favourite Public Chats and share parts of these conversations. The most popular chats are featured on the home screen of Viber’s Public Chats section. Users can easily find new Public Chats through the search tab or access a chat directly via a customised URL.
VoD cuts the cord in SA
Some 20% of South Africans who sign up for a subscription video on demand (SVOD) service such as Netflix or Showmax do so with the intention of cancelling their pay television subscription.
That’s according to GfK’s international ViewScape survey*, which this year covers Africa (South Africa, Kenya and Nigeria) for the first time.
The study—which surveyed 1,250 people representative of urban South African adults with Internet access—shows that 90% of the country’s online adults today use at least one online video service and that just over half are paying to view digital online content. The average user spends around 7 hours and two minutes a day consuming video content, with broadcast television accounting for just 42% of the time South Africans spend in front of a screen.
Consumers in South Africa spend nearly as much of their daily viewing time – 39% of the total – watching free digital video sources such as YouTube and Facebook as they do on linear television. People aged 18 to 24 years spend more than eight hours a day watching video content as they tend to spend more time with free digital video than people above their age.
Says Benjamin Ballensiefen, managing director for Sub Sahara Africa at GfK: “The media industry is experiencing a revolution as digital platforms transform viewers’ video consumption behaviour. The GfK ViewScape study is one of the first to not only examine broadcast television consumption in Kenya, Nigeria and South Africa, but also to quantify how linear and online forms of content distribution fit together in the dynamic world of video consumption.”
The study finds that just over a third of South African adults are using streaming video on demand (SVOD) services, with only 16% of SVOD users subscribing to multiple services. Around 23% use per-pay-view platforms such as DSTV Box Office, while about 10% download pirated content from the Internet. Around 82% still sometimes watch content on disc-based media.
“Linear and non-linear television both play significant roles in South Africa’s video landscape, though disruption from digital players poses a growing threat to the incumbents,” says Molemo Moahloli, general manager for media research & regional business development at GfK Sub Sahara Africa. “Among most demographics, usage of paid online content is incremental to consumption of linear television, but there are signs that younger consumers are beginning to substitute SVOD for pay-television subscriptions.”
New data rules raise business trust challenges
When the General Data Protection Regulation comes into effect on May 25th, financial services firms will face a new potential threat to their on-going challenges with building strong customer relationships, writes DARREL ORSMOND, Financial Services Industry Head at SAP Africa.
The regulation – dubbed GDPR for short – is aimed at giving European citizens control back over their personal data. Any firm that creates, stores, manages or transfers personal information of an EU citizen can be held liable under the new regulation. Non-compliance is not an option: the fines are steep, with a maximum penalty of €20-million – or nearly R300-million – for transgressors.
GDPR marks a step toward improved individual rights over large corporates and states that prevents the latter from using and abusing personal information at their discretion. Considering the prevailing trust deficit – one global EY survey found that 60% of global consumers worry about hacking of bank accounts or bank cards, and 58% worry about the amount of personal and private data organisations have about them – the new regulation comes at an opportune time. But it is almost certain to cause disruption to normal business practices when implemented, and therein lies both a threat and an opportunity.
The fundamentals of trust
GDPR is set to tamper with two fundamental factors that can have a detrimental effect on the implicit trust between financial services providers and their customers: firstly, customers will suddenly be challenged to validate that what they thought companies were already doing – storing and managing their personal data in a manner that is respectful of their privacy – is actually happening. Secondly, the outbreak of stories relating to companies mistreating customer data or exposing customers due to security breaches will increase the chances that customers now seek tangible reassurance from their providers that their data is stored correctly.
The recent news of Facebook’s indiscriminate sharing of 50 million of its members’ personal data to an outside firm has not only led to public outcry but could cost the company $2-trillion in fines should the Federal Trade Commission choose to pursue the matter to its fullest extent. The matter of trust also extends beyond personal data: in EY’s 2016 Global Consumer Banking Survey, less than a third of respondents had complete trust that their banks were being transparent about fees and charges.
This is forcing companies to reconsider their role in building and maintaining trust with its customers. In any customer relationship, much is done based on implicit trust. A personal banking customer will enjoy a measure of familiarity that often provides them with some latitude – for example when applying for access to a new service or an overdraft facility – that can save them a lot of time and energy. Under GDPR and South Africa’s POPI act, this process is drastically complicated: banks may now be obliged to obtain permission to share customer data between different business units (for example because they are part of different legal entities and have not expressly received permission). A customer may now allow banks to use their personal data in risk scoring models, but prevent them from determining whether they qualify for private banking services.
What used to happen naturally within standard banking processes may be suddenly constrained by regulation, directly affecting the bank’s relationship with its customers, as well as its ability to upsell to existing customers.
The risk of compliance
Are we moving to an overly bureaucratic world where even the simplest action is subject to a string of onerous processes? Compliance officers are already embedded within every function in a typical financial services institution, as well as at management level. Often the reporting of risk processes sits outside formal line functions and end up going straight to the board. This can have a stifling effect on innovation, with potentially negative consequences for customer service.
A typical banking environment is already creaking under the weight of close to 100 acts, which makes it difficult to take the calculated risks needed to develop and launch innovative new banking products. Entire new industries could now emerge, focusing purely on the matter of compliance and associated litigation. GDPR already requires the services of Data Protection Officers, but the growing complexity of regulatory compliance could add a swathe of new job functions and disciplines. None of this points to the type of innovation that the modern titans of business are renowned for.
A three-step plan of action
So how must banks and other financial services firms respond? I would argue there are three main elements to successfully navigating the immediate impact of the new regulations:
Firstly, ensuring that the technologies you use to secure, manage and store personal data is sufficiently robust. Modern financial services providers have a wealth of customer data at their disposal, including unstructured data from non-traditional sources such as social media. The tools they use to process and safeguard this data needs to be able to withstand the threats posed by potential data breaches and malicious attacks.
Secondly, rethinking the core organisational processes governing their interactions with customers. This includes the internal measures for setting terms and conditions, how customers are informed of their intention to use their data, and how risk is assessed. A customer applying for medical insurance will disclose deeply personal information about themselves to the insurance provider: it is imperative the insurer provides reassurance that the customer’s data will be treated respectfully and with discretion and with their express permission.
Thirdly, financial services firms need to define a core set of principles for how they treat customers and what constitutes fair treatment. This should be an extension of a broader organisational focus on treating customers fairly, and can go some way to repairing the trust deficit between the financial services industry and the customers they serve.