• 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.

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