Major Reasons Whatsapp Chat Benefits Call Centers

By Author: Mike
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Running a call center involves multiple strategic decisions: from buying the best contact center software to defining excellent customer service strategy, training agents, driving motivation in teams, and what not! One of the most confusing questions faced by many call centers is whether to invest in integrating additional communication channels into the call center software or not?

Well, using an omnichannel call center solution is your personal or strategic choice, but there is something that you must keep in mind and that using just a single communication channel in your call center will not take you too far in this era of unified communication across different touch-points.
Even if you don’t use an omnichannel call center solution, it is necessary to add some popular communication channels such as WhatsApp. The call center WhatsApp integration helps in integrating WhatsApp web into a call center solution. Your agents can use all features of WhatsApp web, which includes:

• Chat
• File exchange
• Image exchange
• Emoji exchange
• Chat history
There are multiple ...
... reasons to use WhatsApp chat by integrating it into your call center solution with call center WhatsApp integration. Let’s explore the major ones.

1. It is convenient for customers

The first advantage of using WhatsApp chat in your call center is the convenience of users. A majority of customers find WhatsApp as a convenient mode of communication. This could be the reason WhatsApp has more than 2 billion active users across the world. Even if you haven’t invested in call center WhatsApp integration, your customers are likely to reach out to your business or customer care teams via WhatsApp. You must be missing out on an important mode of communication to deliver satisfactory customer support without having WhatsApp chat in your call center software.

2. It increases sales

WhatsApp chat is like live chat. The benefit of WhatsApp chat over live chat is customers don’t need to use your website or live chat widget. By using one of the smartphone apps, which is WhatsApp, they can contact your sales team or customer care team. This can help in increasing sales. While in the middle of the sales cycle, customers may ask questions that might be puzzling them. The customers can ask questions while surfing products and the quick response can help in making more sales.

3. It increases customer satisfaction

As your sales and customer care team is on standby to quickly respond to the WhatsApp chats, customers will feel attended to and valued. This can help in increasing customer satisfaction.

4. It increases agent confidence and productivity

The call center WhatsApp integration integrates WhatsApp web into the call center solution. Thus, the agent doesn’t need to open WhatsApp web additional to the call center dialer window. This makes management of all communication channels centralized and simplified. As customers receive the required assistance quickly, they are likely to appreciate the efforts of agents. Simplified communication management and happy customers will boost the morale of agents and eventually their productivity.
In summation, even if a call center doesn’t want to use an omnichannel call center solution. It is highly recommended to invest in call center WhatsApp integration to add WhatsApp chat and other relevant features into the contact center software.

For more information visit https://www.elisiontec.com/call-center-whatsapp-integration/