Instant messaging has a very practical purpose when it comes to handling customer inquiries. This type of communication allows clients to exchange short messages with specific information with support representatives. While the conversation itself may consist of more messages, they flow more naturally. They are also usually more relaxed and seem friendlier and more approachable to many people.
This specific way of communicating with customers needs to be taken into account when introducing applications like WhatsApp as a new customer support channel.
With WhatsApp integration, you can receive messages from customers and respond to them within 24 hours. However, if you want to start new conversations or respond to messages after 24 hours, you need to create WhatsApp message templates.
A message from the same number (same customer) is always sent to the same ticket (same behavior as in the WhatsApp mobile app), unless the old ticket with the previous communication is deleted.
The page (originating URL) from which they initiated the communication or from which they tunisia phone number data obtained our contact information (as in the case of a chat or native contact widget) is not listed.
We proceed as follows
Our website features a live chat widget, WhatsApp and Facebook Messenger apps, allowing customers to choose their preferred communication channel.
We have integrated separate WhatsApp numbers for different sales departments so that customers always know who to contact.
Chat agents can now view all tickets created through the WhatsApp channel with a single click on the ticket filter on the ticket screen.
We created a separate SLA with a 1-hour response time for both the first and subsequent responses.
If a ticket on WhatsApp is waiting for a response for more than a few hours, we set a time rule for notifying online agents to help maintain a higher response rate and not exceed the 24-hour limit.
We have set up WhatsApp message templates so that if some tickets reach the 24-hour limit, we can still contact the customer using predefined and approved message templates. This can be especially useful for support that doesn't have 24/7 coverage like we do.
Our process
Because WhatsApp tickets have a short SLA, they reach agents sooner than tickets from other sources. However, if the team is not working on chats, they should pull tickets from WhatsApp using the ticket filter (source=WhatsApp).
Once a ticket is answered on WhatsApp, the agent should keep it on the card so that if the customer responds shortly, the same agent can write back to them. As a result, the customer experiences a smoother communication experience.
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