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

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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



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

Manual to Use WhatsApp as a Customer Service Channel
Create an action plan of using WhatsApp as a communication channel

Train agents to use WhatsApp to provide customer support

Spread the word about the availability of WhatsApp as a customer service channel

Uniformity is a must

Don’t overdo WhatsApp messaging

Analyze the WhatsApp conversations

Collect feedback

Fine-tune the action plan