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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.

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