WhatsApp: Must Have Communication Channel in Call Centers


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WhatsApp: Must Have Communication Channel in Call Centers


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Competition and opportunities, both are increasing in call centers. Therefore, call centers are investing in resources to hold their existing customers and keep getting more onboard. One of the most important tools in any call center is the call center solution. It is used to have a conversation with customers and prospects. To meet the increasing demands of the customers, a majority of call centers are adopting intelligent call center software, which supports all communication channels. This is why it is also known as an omnichannel call center solution.

Some call centers due to certain limitations cannot get an omnichannel solution. Therefore they need to settle with either the one with traditional communication mode of calling or the multichannel one, which can have more than one communication channel. The intelligent call center software usually supports a single channel, omnichannel, as well as multichannel communication. A call center can select it as per the needs.

 WhatsApp is one of the most popular communication tools in the world. This popularity makes it a must have a communication channel for call centers. Let me share why you must get the one.

1. Massive popularity as a communication tool

Believe it or not, WhatsApp gained massive popularity within a few years. According to the statistics of WhatsApp, more than 1.5 billion people exchange more than 6 billion messages daily over WhatsApp.

These numbers are huge and clearly share how famous and useful it is.

Whether you invest in omnichannel call center software or not, by investing in integrating WhatsApp into the intelligent call center solution, you can capture these customers using WhatsApp as a preferred communication channel. Moreover, you can improve customer satisfaction as well.

2. Increase productivity

You cannot ask your agents to handle more than one call at a time, right? However, once WhatsApp is integrated into your intelligent call center software, your agents can attend more than one WhatsApp chats at a time. Based on the frequency of responses from your customer, your agent can choose to perform even better by taking more than one WhatsApp chats from the customers or prospects. This can dramatically increase the productivity of the agents. Not only this, but it also increases customer satisfaction as they receive a quicker response from your team.

3. Rich communication

One sales expert once said, “Products are not getting sold, emotions are.”

It means if your sales representatives or customer support agents focus on having an emotional connection with the customer, delighting customers can be an extremely easy job. Even if it takes a little longer than expected, you can have a hold on customers.

Traditional calling cannot help in this as agents use the same script. Moreover, long call queues frustrate customers even more.

WhatsApp supports rich communication by letting you and your customers use video, images, screenshots, emoji, and other rich media. This indeed helps to have a better bond with the customers.

Conclusion

All in all, it is necessary for call centers to delight customers better than their customers can do. Therefore, call centers need to invest in tools, skilled teams, etc. An intelligent call center software with WhatsApp as an added communication channel can help to delight customers and leverage many other benefits. Thus, in today’s world, it is necessary for call centers to have WhatsApp.

Author Bio

Author works in a company that offers PC dialer, intelligent call center software, mobile SIP dialer, video conferencing solution, and many other solutions. It also offers various trending services.


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Ethan Jones

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