When was the last time you sent an SMS in your personal capacity? Chances are that it’s been a while. Now, think about how many WhatsApp messages you send and receive on a daily basis.
Whether it’s text messages, images, gifs, or voice notes, WhatsApp is the primary medium of communication for most of us.
It’s not just you and your family, friends or colleagues though – over 1.5-billion people around the globe actively use WhatsApp and more than 38-million South Africans are on the platform, so why isn’t your contact centre?
A case for CX
As the face, voice and personality of your business, providing a good customer experience (CX) is fundamental to the role of the contact centre. While the provision of customer support is still mainly voice or email-based in South Africa currently, communication via IM, web chat, and social media has gained preference due to its widespread use, immediacy and efficiency.
However, achieving great CX lies not just in servicing customers via their contact channel of choice, but also in leveraging the benefits of these digital channels to enhance the level and type of service delivered.
How it works
Adding WhatsApp as a channel in your contact centre allows customers and contact centre agents to send each other messages, photos and documents, meaning that queries can be resolved when it’s convenient for the customer, and in real time.
From templated and predefined agent responses to using agents or chatbots (or a combination) to resolve a customer query, using WhatsApp as a contact channel can significantly reduce voice traffic, enhance customer service, and ultimately reduce the operational costs of your contact centre. In addition to this, it’s completely integrated into the existing contact centre environment, allowing you to focus on the business itself, rather than managing the technology that supports it.