With over 1.6 billion users in 180 countries, WhatsApp is now the no.1 chat app in the world. The launch of WhatsApp Business in 2018 signalled a new era in the messaging app’s history, bringing in a definite push towards brand and customer service communication. Today, research suggests that the average user will check WhatsApp more than 20 times a day and see 80% of your communications within five minutes.
These numbers indicate that organisations need to incorporate WhatsApp in their contact centre capabilities at the earliest if they haven’t done so already.
How to Take WhatsApp Calls in Your Contact Centre
Integrating WhatsApp with your contact centre software is easy using the WhatsApp Business API. Leading platform providers like Twilio offer native integrations with WhatsApp, similar to how their platforms connect with social media or Facebook Messenger. And calls are only the tip of the iceberg – using WhatsApp Business, companies can send reminders, order notifications, promo codes, shipping alerts, post-call surveys, and much more.
Also, WhatsApp is an end-to-end encrypted platform, ensuring that all your customer communication remains confidential and protected.
3 Signs That You Need WhatsApp Capabilities in Your Contact Centre
WhatsApp is a new channel that you would be adding to your contact centre, so it is advisable to first assess if the investment is worth it. Channel blending is always a complex process, and as you expand from telephony-only to email, social media, instant messaging, web live chat, and WhatsApp, you will need a system and skillset overhaul. Here are five signs to look for before you consider making the investment: