In the terms of features and functionalities, call center solutions to become more advanced to beat the competition. The basic purpose of a call center solution is to provide reliable communication tools and thus, call center dialers are now adding more communication channels in it to offer an omnichannel contact center solution.
Today, one of the most widely used communication platforms is WhatsApp. It is seen as a necessary communication channel in any product that claims to provide unified communication. Statistics show that 2 billion people use WhatsApp daily to send and receive messages. Dialer360, a provider of call center solutions, offers WhatsApp integration in their call center dialer.
WhatsApp communication is 25% less expensive than live online chat and 45% less expensive than calls and emails. Thus, WhatsApp integration in call centers is required for improved lead generation and customer service.
Here we discuss how you can easily integrate WhatsApp into your dialer software and take advantage of the features it offers to reach out to customers with effective messages and calls.
What is WhatsApp Integration
One of the most effective and widely used tools for customer engagement, WhatsApp is becoming a must-have in any company’s marketing strategy. WhatsApp offers businesses a great way to stay connected with their clients and boost their response rate, but integrating it with your dialer software can take the customer experience to a whole new level.
Call center software provider integrates WhatsApp into the dialer to improve customer service. After integration, the call center system will include a WhatsApp module and the call center WhatsApp integration includes all of WhatsApp’s functions.
This module will have a user interface similar to WhatsApp, but it will be integrated into the call center software. It implies that agents can use it without switching to a different agent window. So, connect your customers through messaging as well as dial their contacts.
How Businesses use WhatsApp Integration
WhatsApp has a variety of business applications. With more than 2 billion active users, it is one of the most widely used instant messaging app and a necessary communication channel in enterprises.
Let’s go over some of the most common ways that organizations utilize to improve their prospecting campaigns and deliver better customer service.
Integrate WhatsApp to send more details
Agents discuss details with their customers and sometimes a customer wants analytic reports in PDF form. So, WhatsApp is the best way to satisfy them. Moreover, customers need details to refer to later on.
This is a feature-rich communication channel that delivers exceptional customer service. With WhatsApp, you can quickly respond to customer queries and complaints, providing a better overall experience.
Send regular updates
Businesses often need to send different updates to their existing clients. A WhatsApp campaign can be launched instead of a calling campaign using intelligent call center software’s auto dialers.
This might move more quickly than phone campaigns. Additionally, clients can ask any queries they may have. A representative can manage numerous WhatsApp chats concurrently.
As a result, enhance the productivity of overall business operations and customer satisfaction. The consumer will be confirmed to have received and read the message by blue ticks, too.
This will assist to prevent inconsistencies in the future. WhatsApp provides a personal touch to your communications, which can help build trust and credibility with potential leads.
Send reminders and Follow-ups
Send quick reminders, follow-ups, and alerts with WhatsApp. Businesses can save resources by using WhatsApp as another mode of communication. By being available on WhatsApp, you’ll be able to reach out to more potential customers and generate more leads for your business.
An alternative to live chat
Live chat is one of the channels of contact made available by omnichannel call center solutions. Now, live chat is being replaced by WhatsApp chat. Live chat is a great way to ask a lot of things, such as whether there will be a discount for the purchase, when the money is due, etc. Instead of using live chat, consumers are starting to switch to WhatsApp chat.
Top benefits of using call center dialer with WhatsApp
Integrating WhatsApp into your dialer software is easy and could help take your business to the next level.
Don’t need to invest your money again and again. Call center WhatsApp integration is a one-time investment. There is no additional cost to maintain this integration. All call center agents can communicate with hundreds of consumers using the same number, which is integrated into the dialer.
There is no requirement for the call center to purchase numerous business WhatsApp accounts or phone lines. Additionally, a single agent can serve several clients, saving the money that would have been spent on adding more space to a call center solution. This is one method of cutting costs in different ways.
Build up Business Brand
Any company that implements distinctive offerings beats its competitors. Any company that considers customer issues and develops a solution earns the trust of its target market.
A lengthy hold time in the call queues is one of the complaints voiced by clients who call customer service centers. When callers must pay by the minute to stay on the line, the situation gets even worse. It helps to ensure one thing to add the WhatsApp communication channel to the call center dialer.
The necessity to keep customers on hold has been eliminated. Until the agent connects, they can send a WhatsApp message and carry on with their normal activities.
Connect with your customers globally by using WhatsApp and enlarge your business. With more than 2 million active users, WhatsApp is the favorite among customers and businesses.
Third-party connectivity, as with Salesforce and CRM, has never been so simple thanks to WhatsApp’s business API. As a result, a company can easily maintain all of its customer information in one place and improve customer support with WhatsApp.
Integrate WhatsApp Boost ROI
Integrating WhatsApp with a call center dialer provides another channel for communication that leverage multiple benefits that are:
- Minimal Cost
- Higher Customer Satisfaction
- Enhance Agent Productivity
- Better Resource Utilization
- Increase Marketing Campaign Results
These benefits also help to ensure the boost in sales and ultimately increase the ROI.
WhatsApp is a popular messaging app with over 1.5 billion users worldwide. You can now integrate WhatsApp with your call center dialer software to make and receive calls, as well as send and receive messages. So why not give it a try? Integrating WhatsApp into your dialer software is easy and could help take your business to the next level!
Dialer360 offers call center software and WhatsApp integration with it. Join us and engage your customers in a new way.