Communicate with customers on their preferred channel.
Provide a more cost-effective way for customers to interact with your business.
Enable customers to share documents and images through WhatsApp rather than via other less convenient methods (such as email or fax).
Recognise a customer immediately and use this opportunity to provide a more personalised service.
Offer efficient self-service options directly from a platform customers already use.
If a WhatsApp conversation is transferred to another agent, the chat history is retained. This reduces the need to repeat information and improves the likelihood of a speedier resolution.
Leverage the file sharing capabilities of WhatsApp to enhance the efficiency of specific customer or business processes (e.g. FICA, account applications, statement queries etc.)
Employ WhatsApp self-service options (such as a chatbot) to field common customer queries and reduce the cost of service.
Use predefined text responses and templates for agents to interact with customers quickly and consistently.
Use dashboards and advanced reporting to monitor the performance of your agents and the channel itself. This insight can then be used to identify optimisation and cost-saving opportunities.
Blend WhatsApp with other contact centre channels to manage the workload, resources and skill allocation of agents better.
Store WhatsApp messages and report on activity in real-time – enabling supervisors to identify agents in need of training, or highlight high risk conversations that require intervention.
The widespread use and capabilities (sharing of documents and images) of WhatsApp as a communication channel enables businesses to onboard customers faster and more efficiently, resulting in less time to money.