Why should contact centers integrate WhatsApp as a customer contact channel?

Published on May 20, 2019 at 2:48 pm in Blog

1.5 billion users in 180 countries makes WhatsApp the most-popular messaging app in the world!!

The numbers speak for themselves. They are millions of consumers, creating billions of messages. New interactions, more interactions! Are you ready to respond?

And how to manage, how to attend to a type of demand characterized by the asynchronous mode which humans started to increasingly use? The number of interactions explodes while the parallelism of our activities requires the use of a non-synchronous mode of communication, enabling the execution of our daily tasks in parallel: more tasks, greater productivity. This is our world! More and more at the same time. One of these types of interactions is WhatsApp. On an omnichannel perspective, does your contact center support this channel? We know, you´re probably thinking that it is just too complicated and the technological investment too high as well… But let me tell you it doesn´t have to be that way.

WhatsApp interactions can be automatically handled and processed by chatbots powered by AI (Artificial Intelligence) services, enabling the quality of service processes, and simultaneously providing the automation of less complex issues. It does not matter if the customer has opted for WhatsApp or another channel, such as voice. The service process will be uniform and transversal. The customer will be automatically recognized, having the freedom to choose the contact channel and change it at any time. Their preferences for interaction channel are preserved and expanded. For example, imagine that the customer is interacting with an IVR; after waiting for a while in the queue, receives a suggestion, by an intelligent router software, to start a WhatsApp to communicate with the business. The customer accepts the suggestion and sends a WhatsApp message. After authentication, the system automatically offers the customer an asynchronous self-service option, interacting in sync according to the customer´s own pace time. The WhatsApp interactions may be purely informative, or add transactional services, such as interacting with RPA processes or third-party chat bots. You can add more sophisticated features, such as the support to voice clip WhatsApp messages, providing customers with a whole new level of commodity, and several choices to get in touch with your business.

It doesn´t matter if you use WhatsApp to improve your customer service strategy, increase your debt collection rates, or boost your sales numbers. It´s all about engaging with your customers in their own terms at their own pace regardless of business area.

Altitude Software has seamlessly integrated WhatsApp to our Altitude Xperience contact center technology solutions, adding an extra channel to the Omnichannel customer service strategy. Our omnichannel solution enables rapid deployment of customer service on arising digital channels, such as WhatsApp.

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