What Are the Benefits of Call Center WhatsApp Integration?

Posted by Jay on November 23rd, 2020

Call center WhatsApp integration is gaining a lot of popularity. Many call center owners have already integrated WhatsApp into their call center solutions. If you are using any kind of call center dialer or solution and if it does not have WhatsApp integrated into it, then you must invest in call center WhatsApp integration. Even if you are not interested in investing in omnichannel call center software, you must have a multichannel call center solution to leverage multiple benefits. WhatsApp is a must-have a communication channel nowadays.

In this article, you will learn the top 4 advantages of having a WhatsApp integrated call center solution.

Major benefits of call center WhatsApp integration:

1. Improved customer satisfaction

The first and foremost benefit of integrating WhatsApp into the call center software is improved customers. According to various statistics, millions of messages are exchanged daily on WhatsApp. This shows the popularity of WhatsApp.

If you have a single communication channel, i.e., voice calling, it would also have various roadblocks and challenges. For example, there can be long call queues during the holiday season or sudden traffic spikes. This would increase customer frustration. On the other hand, if you add WhatsApp as an additional communication channel, your customer can reach out there as well. This would reduce call queues and average call hold ratio. This increases customer satisfaction.

Call center WhatsApp integration improves customer satisfaction because now they can use their preferred mode of communication to receive resolutions of their concerns.

2. Increased agent productivity

WhatsApp is used by everyone; also by your agents. Therefore, they know how to use it. There is no additional training required. This saves time for training. Moreover, at a time, an agent can respond to more than one chat requests. This helps in increasing agent productivity and performance.   

3. Rich communication

Once call center WhatsApp integration is performed, you will get all features of WhatsApp web. With a single WhatsApp number, all your agents can communicate with all customers. This communication mode supports two-way communication and that’s also rich communication. Agents and customers can exchange files, images, docs, PDFs, videos, etc. This helps in improving customer experience as well as make communication and technical support easier. For example, if a call center offers technical support, then rich communication can help conversation straightforward.

4. Increased profit

The clear formula for calculating profit in a business is deducting expenses from revenues. By integrating WhatsApp into the call center solution, customer satisfaction will be increased significantly. This increases customer loyalty. All of this further results in increased customer retention and a steady flow of revenue from existing customers. Your happy customers would prefer buying more from you, so you can run cross-selling and up-selling campaigns as well as occasional WhatsApp marketing campaigns. This would increase revenues. Moreover, delighted customers will refer your product and services to their contacts by working as your brand advocate. This further increases revenue with referral business. I have already explained how WhatsApp integrated call center solution increases customer satisfaction. This would reduce expenses and save resources. Reduced expenses and increased revenues are equal to increased profit.

Author Bio

Author writes on various topics related to call center solutions. Author writes on integrations such as call center CRM integration, call center WhatsApp integration, call center Twitter integration, etc.