Notify, assist and chat to customers on the most popular IM platform in the world!

Unlike manually managing a WhatsApp business account via a mobile phone or desktop, INOVO’s WhatsApp solution is completely integrated into your contact centre.

This enables your business to leverage existing contact centre features such as intelligent routing, channel blending, predefined text responses, real-time dashboards, historical reporting and the ability to manage agents across all channels.

Benefits

  • Improve the customer experience: Increase the likelihood of a faster resolution by eliminating the need for customers to answer security questions before they are able to get assistance. Instant authentication reduces the customer effort associated with interacting with your business.
  • Save costs: Voice authentication happens in the background of a call and in a few seconds, while security questions can take much longer to answer. This reduces the average handling time (and associated costs) significantly.
  • Increase revenue: Reduce your business’ exposure to risk by proactively identifying potentially fraudulent activity before it occurs.
  • Reduce risk & enhance compliance: Reduce your business’ exposure to risk by proactively identifying potentially fraudulent activity before it occurs.

Key features

Integrated contact centre channel

Queue WhatsApp messages into the contact centre, allowing all channels to be measured and managed from the same application.

Enable agents to handle several WhatsApp chats at same time to avoid wasting time (and money) waiting for replies from customers. This increase capacity while reducing the cost of service.

Supervisors have access to real-time dashboards and reporting (e.g. productive vs. non-productive time across all channels and campaigns).

Respond to customers faster and ensure the quality of your agents’ responses with pre-defined text and templates (dynamic and static) that can be published and managed in real-time.

Use WhatsApp as a first line of support 24/7 – self-service chatbots and menus are seamlessly integrated into WhatsApp. Learn more about chatbots

In addition to text, agents can also securely send and receive images, audio files and documents. Learn more about how you can manage customer documents better

With INOVO’s Smart Agent Transfers, the customer’s entire chat history is retained when a WhatsApp chat is transferred to another agent, resulting in a better customer experience, and a higher likelihood of a quick resolution.

Calculating ROI

The ROI for WhatsApp is calculated for two scenarios:

Introducing WhatsApp as a contact centre channel

  • Providing pre-defined responses and templates, enabling agents to handle multiple chats at the same time and improved reporting typically results in a 40% increase in productivity.
  • Blending WhatsApp chats with other channels such as social media, web chat, email and voice can also lead to a further 30% increase in productivity.

Introducing WhatsAapp as a channel and adding a chatbot

  • Determine which queries the chatbot will handle.
  • Determine the time that is taken by agents to respond to these queries (by both voice and chat).
  • Determine how much it costs to handle these voice and chat interactions (factoring in the cost of the agents’ time).
  • To calculate the money saved per month, you can then multiply the time saved in voice and chat interactions by the per-hour cost of handling those interactions.

Getting started

01

Send us a request as well as the number that you would like to use for your interactions, and we will get start the approval process. If you already have a WhatsApp approved number and agreement with one of the local BSPs then skip this step.

02

Any self-service requirements? If so, we will build a self-service menu structure or NLP chatbot to handle most of the simple and repetitive tasks and requests.

03

In parallel, we will configure and set up your hosted contact centre to enable you to handle WhatsApp interactions as well as any other contact channels (e.g. email, voice, webchat). If you already have an INOVO call centre then skip to the next step.

04

Congratulations, your contact centre is ready to use WhatsApp to interact with your customers!

Try a quick chatbot demo