Skip to main content

WhatsApp as a contact center

By C Chaitanya

Contact centers have been using social media as a channel for a while now. They use Facebook, LinkedIn, Twitter, and even Google+ to connect with leads and customers.

But, have you ever thought of using WhatsApp?

I get it – WhatsApp is a simple messaging app and it does not have the same functionality that other social networks have. 

But, that shouldn’t stop you from exploring this channel. WhatsApp has more than1 billion active users. This is more than any other messaging app in the world. Plus, WhatsApp is the fastest growing social network. It is the number one messaging app in India, Brazil, and South Africa. 

I know that WhatsApp is not a social network, but when you start a conversation with a prospect, the prospect will see your company’s name and contact details right under your contact details. This is a great way to start a conversation with your prospect and to set the tone for future interactions. 

Plus, since WhatsApp is a messaging app, sales reps can send product updates and promotions to their clients. Be careful in using this feature and don't overuse it. 

The only downside to this channel is that you cannot integrate it with your CRM. And that's where Cloudagent comes in. We connect your WhatsApp account to your CRM and help you to track your WhatsApp conversations. 

You can keep track of your closed conversations, and you can also export your data to your CRM. Cloudagent has some of the best WhatsApp integration plugins that help you to connect your CRM to WhatsApp. Additionally, contact center agents can use their agent console.

Summary: I hope that you have learned something new in this post. I hope that you will integrate some of the channels that I have listed in this post. I’d love to hear about your experience. Please share your thoughts and opinions in the comment section below.

Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

By C Chaitanya
Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to ...
Read more

First Post

By C Chaitanya
In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3
Read more

Google business messages and chat agents-A match made in heaven

By C Chaitanya
Google has launched Google business messages without much fanfare. It's just a small button that pops up when someone searches for your business on Google. But from the conversation industry perspective this is HUGE .   Do you know that the small call button drives millions of calls i n a year for pizza joints and other retailers in the US. Businesses spend more than a trillion dollars supporting billions of customer service calls each year. Now imagine how many chat conversations the "Message" button can drive.  Think of how customers interact with business. 1. Search on Google. 2. Click on web site link. 3. Web site shows chat pop up and tries to force the user to chat.(Annoying. I know :)) 4. User clicks on chat and starts conversing with a bot or an agent. This flow can now be completely changed. The new flow can be: 1. Search on Google. 2. User clicks on Message and starts conversing with a bot or an agent. What if you could design a customer experience that helps...
Read more