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How Outsourced Call Centers Use WhatsApp for Better Customer Support

Given the popularity of messaging services, businesses are using these platforms for their expansion. And if we talk about WhatsApp, it is the most popular communication channel with over 2 billion users worldwide. Its highest selling point is the instant message mode with room for images, videos, documents, and calling.

Lately, WhatsApp has also released the business version that companies use to reach their customer base. Its appeal lies in its low-cost features and wider global access. Outsourced call centers thus leverage its use in customer care and services for businesses.

Let’s have a look at how WhatsApp is used by inbound call centers as customer care support:-

  1. WhatsApp is used as an instant communication channel where customers engage with the live agents without requiring to browse the website. Customers get responses to their queries with swift and prompt action. It represents a communication channel that is readily available and accessible to the customers. It thus is an easy-to-use platform for customer engagement.

  1. Call center services provide chatbot integration with WhatsApp. Chatbot integration helps to automate answers to questions put up by customers. It helps to streamline the tasks assigned to agents as they utilize this time for other crucial issues that need their attention. Chatbot with WhatsApp also sets up greeting or away messages for customer information.

  1. WhatsApp is easy to use in bot + agent integration maximizing the speed of incoming traffic from customers. The bot helps to resolve simple queries of customers, and when they require an agent to solve their issues, there is an easy transfer between the two. Chat history of the customer is available to the agent for providing quicker resolutions to customers.

  1. WhatsApp is easy to tailor for Ticket System in customer queries. Outsourced call center agents can organize customer details and history with precision and speed. It enhances responses to customers with a personal and custom approach.

  1. Multimedia formats like images, videos, documents, gifs, and voice notes are shared easily with this platform. Inbound call centers heavily use it for promotional and marketing purposes. It is also effortless to extract surveys and feedback from customers without being intrusive. Calculating NPS is a hassle-free exercise with WhatsApp messaging platform.

  1. Group messages are a breeze with WhatsApp. Call center service agents target consumers with similar interests through group target campaigns. It makes marketing products and services a straightforward procedure. Moreover, WhatsApp is also helpful to inform customers about product-related information, delivery status, reservations, or post-purchase inquiries. It is thus a more customer-centric platform for businesses.

  1. It streamlines the process of agent management in outsourced call centers. Dashboards are easy to maintain with access to reports of every support group. It helps to assimilate real-time analysis, pending tickets, or any other delayed issues, thereby regulating the performance of the staff.

  1. Inbound call centers use the WhatsApp platform for internal communication between various teams. They can create groups based on different team managements. Members within the same or different teams can easily communicate with each other. WhatsApp helps to bolster internal communication between members and teams, which in turn enhances customer care services.

  1. WhatsApp is also a great channel with multilingual and bilingual support. Call center services offer customer support in many languages and, WhatsApp makes it a seamless exercise to communicate with the customers in their preferred language. It thus enhances customer relations, as customers get the services in a language they are comfortable with. With minimal miscommunications, customers feel satisfied and, businesses get their loyalty in return.

If you want a global reach for your business, then it is a must to have WhatsApp customer support. Many outsourced call centers are way ahead in using all the modern communication platforms in their services. Find a  call center service provider that best aligns with your business goals and helps increase your profits each passing day. WhatsApp is crucial customer support with a comprehensive scope and greater customer satisfaction.


Location: F767+3W Saratoga, WY, USA

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