WhatsApp Integration in Modern Call Centers.
WhatsApp is one of the most interesting communication tools that has already crossed the mark of 2 billion users. It’s all here: from lightning business conversations of short duration to a long phone call or conference.
And also, it permits business persons to exchange documents, screenshots, voice notes, and further to maintain a business dialogue.
WhatsApp has an essential role to play in the world of communication and should not be left out. The platform is the most popular one, using it for organizational communications and even using the WhatsApp Business tool. This proves to be the most widely used personal messaging service to consumers. Thus, the need and the growth of call center WhatsApp integration.
There is a massive surge of demand for integrating WhatsApp with call center software for many other reasons. We will look into the major benefits of using this integrated WhatsApp solution in a call center.
1. Boost customer experiences.
The biggest advantage and the main task of using this service are, of course, the possibility to deliver client service via WhatsApp, most often used by clients and a convenient way of doing business. Here, even the customer can put up the screenshot of the problem or issues being faced through WhatsApp.
The built-in WhatsApp module added to call center software, on the other hand, aids agents to exchange user guides, tutorial video files, etc., while being linked to the customers. It can immensely help organizations improve consumer experiences.
2. Enhances employee productivity.
The call centers providing WhatsApp Business Integration along with Dialers also provide valuable addition tools, apart from the WhatsApp features of communication. Businesses can also create message templates that are sent to customers regularly.
This way, an agent can save on time, sending the same message to the different clients over and over. He can also involve himself in more than one chat at the same time with other agents. Some other features enable agents to output much work.
3. Provides detailed reports.
These vendors produce specific reports for the use of WhatsApp. The same would help understand in a more precise manner the way WhatsApp can be used as a communication channel for customer service.
This can also be accomplished through the reports examined with the help of WhatsApp contact centre software in locating and evaluating the key performance indicators. This piece of information is quite informative and supports making the best decision in keeping the business moving.
4. Send delivery updates and confirmations.
One of the most important rules of customer service: always let your consumers know. However, to keep them in sync with their orders, it is utmost necessary that updates, confirmations, and reminders regarding the purchase certainly reach the users.
One of the best platforms where the tracking of orders, delivery dates, and confirmation is via this channel, as it has a 98% open rate compared to email; besides, there is no other channel for simplicity or convenience like WhatsApp.
5. Integrate CRM with WhatsApp.
The basis to enhance customer service, therefore, would be in segmenting and organizing the customer data generated from WhatsApp. Everybody knows the existence of the CRM systems. You most probably use it to collect all your consumer data on one platform.
This means there will be a need for integrating WhatsApp with your already in place CRM system if at all you are going to integrate the solutions of WhatsApp in business communication with some seriousness. Integrating with your CRM system, it allows you to really get the fullest view of your consumers and, if needed, tone down your language.
The system has an integrated CRM system that further eases the provision of care to customers, as one will interact with several employees who give responses on behalf of the company from one shared message inbox.
Then you can send broadcast messages, let the consumer raise tickets, and check the status of a consumer’s WhatsApp ticket. After that, you get notified any time you’ve connected your CRM solution to WhatsApp.
Conclusion.
Having over a billion users, its platform is mostly sought after by customers wanting to reach out to customer service centers or businesses. This displayed a great need for the central WhatsApp Call Center solution. This new trend of contact center solution integrating with WhatsApp is what an organization should embrace to provide for their customers’ demands.
We have been providing WhatsApp integration for call centres with unique features and module personalization.
We also deal in comprehensive WhatsApp reports generation, as per your call center requirements. We can surely assist and support you if you are interested in some kind of partnership to integrate WhatsApp with your call center dialer in the best way possible. To know more, get in touch with us.
