Integrating WhatsApp to the Contact Center with S1
It is possible to service your clients with WhatsApp through S1
Since 2018 Whatsapp Business has become a reality
Clients have been using Whatsapp for years but there was one pending issue: the platform would not open its doors to companies to allow them to communicate with other social platforms
The latter partially occurred at the beginning of 2018 with the launching of WhatsApp Business . However, this was fully completed in August with the addition of an API that enables total integration
Whatsapp has 1.5 billion active users on monthly basis, and it is the most popular message application in many countries. There is no doubt about the relevance of this channel and the huge impact it will have on users experience.
S1 Gateway immediately started the integration process. We also created this space to communicate news and to be up to date of everything related to this new player, recently added to customer attention.
WHATSAPP INTEGRATION WITH S1
Channel performance can be measured in the same way that is done in other channels and it can also be compared with them. Key KPIs like ASA, AHT or any other type will be available as well.
A more efficient management will be possible through ACD availability, by the use of IA integrated to your backend, and SLA configuration.
Whatsapp has 97% messages open rate and is present in our day-to-day routine. Strengthen the bond with your clients by being part of their daily life.
FREQUENTLY ASKED QUESTIONS
How to start?
¿What should BPOs do? (solutions providers)
What are the conditions and request approval times?
If I have already used Whatsapp to provide customer attention. Can I reuse that number?
Will this have any cost?
How to integrate WhatsApp to S1?
Which are the benefits of integrating WhatsApp to S1?
More frequently asked questions
For questions related to Whatsapp Business features and functionalities, you can access to: https://faq.whatsapp.com/es/smba/
WHATSAPP BUSINESS NEWS
Official API Launching | August 1st, 2018
WhatsApp Business has been available for months but the absence of an official API does not allow the integration of contact centers with their Customer Service Software in a secure way. From today on, thsimple API has become a reality and companies can now request this API directly to WhatsApp by accessing to this simple form: https://www.facebook.com/business/m/whatsapp/business-api
WhatsApp Business Launching | January 18th, 2018
With the introduction of WhatsApp Business, companies will be able to communicate with their clients. in a better way. This will be achieved by creating verified companies profiles that can provide useful information such as company description, email, address and website. Moreover, the application includes some tools that have been specifically designed for enterprises.
Unfortunately, there are still no news about the official API launching. As we have already explained in our blog, this does not allow the integration of a channel with a Customer Service Software causing headaches to Contact Centers.
WhatsApp Business Announcement | September 5th, 2017
WhatsApp finally announced what Customer Service industry has been waiting for: “We are developing and testing new tools through WhatsApp Business free application for small companies or enterprises, and also a business solution for bigger companies that operate at large scale with a global clientele such as airlines, e-commerce companies and banks”.
This is just the beginning and we estimate that it will take several months until we receive any official news from the company.