Manual to Use WhatsApp as a Customer Service Channel In Call Center

WhatsApp is an extremely popular platform for communication among end-users. The businesses used to use this platform at an individual level to provide the required support via WhatsApp until 2018 because till then, there was no provision for business accounts in WhatsApp. In 2018, WhatsApp business numbers were launched. This provision was launched to cater to businesses with some advanced and useful communication and collaboration features. The WhatsApp business number also offers APIs of WhatsApp, so it can be integrated into any platform such as an intelligent call center software solution or a website.

Benefits of Using WhatsApp Business as a Customer Service Channel

For customers:

Better reach
Flexibility
Security
Conversation history

For Call Centers:

Reduced call waiting time
Reduced call hold and abandoned ratio
Use of rich communication to engage customers
Improved customer delight
Better resource utilization and increased productivity
Positive brand reputation
Increased ROI

Top Ways to Use WhatsApp as a Customer Service Channel

Add WhatsApp button
Add WhatsApp into call center solution