VICIDial WhatsApp Integration Benefits Call Centers

Posted by Zenteno peterson on February 26th, 2020

WhatsApp is one of the most used and most popular channels of communication. There might be hardly anyone who is not using WhatsApp for communication. The call centers and customer care centers have to integrate WhatsApp as one of the communication channels to use this preferred mode of communication for their customers.

VICIDial is one of the most widely used call center software solutions. Being an open source call center solution, it has benefited many call centers and customer care centers all across the globe. The VICIDial experts offer WhatsApp VICIDial integration. Let me share more details about it.

What is WhatsApp VICIDial integration?

The VoIP companies which offer VICIDial customization or VICIDial experts can integrate the WhatsApp into this open source call center solution. Once it is integrated, the call centers and customer care centers can use all features of WhatsApp web within the VICIDial call center solution.

There will be a single number that will be displayed as a caller ID to the customer in his WhatsApp account. All agents will use the same number to use the features of WhatsApp web within this open source call center solution.

Top 3 benefits of VICIDial WhatsApp integration:

There are multiple benefits of investing in VICIDial WhatsApp integration. Some of them are briefed below:

1. Increase customer satisfaction

In any call center, one of the major goals to be achieved is customer satisfaction. The customers must get the required response on time and as per their convenience. As we all know, calling into a call center and wait in the call queue is quite irritating. Moreover, if call waiting time or call queue is too long, then it may increase the frustration level in the customer. This may result in loss of business and some other consequences. WhatsApp VICIDial integration removes all these factors of frustration and dissatisfaction. Once WhatsApp is integrated into the call center solution, then it can be used as one of the communication channels. Customers can send a WhatsApp message and receive the same from the agent. All features of WhatsApp web are made available to the customer and agents who add flexibility and convenience of communication.

2. Save time

An agent can attend only one call, but an agent can communicate with multiple customers by using WhatsApp as a mode of communication. The WhatsApp module also offers message templates. Thus, agents can have saved messages of the conversations which are commonly used. This saves time of the agent further. There are multiple ways agents can save time with the call center solution with integrated WhatsApp.

3. Increase productivity

The VICIDial WhatsApp integration helps in saving time of agents. Furthermore, the capability of handling multiple customers at the same time and using an accurate method can help in increasing productivity. There are even more features that can increase the productivity of agents.

Conclusion

WhatsApp is the preferred mode of communication these days. The integration of WhatsApp in the VICIDial call center solution can provide this mode of communication within VICIDial. This provides many more benefits to call centers, customer care centers, and their customers.