Using Whatsapp marketing powered by Whawoo , enables businesses to add multiple delegates using one centralised number. These Delegates can then be assigned roles based on permissions and carry out tasks when tagged into customer workflows or allocated specific chats based on their expertise. This can all be done using automation which involves linking delegates to pre-set tasks depending on the direction the end-user decides to take.
For instance a user may want to book tickets for a concert or film and may be want to know about a particular safeguarding issue – by having a set of questions at the beginning of the chat enables the AI to direct them to the right delegate who can answer those specific issues. This process circumvents other unqualified delegates who otherwise may have been allocated the chat causing resources to be needlessly tied up along with a disgruntled customer who is being passed around aimlessly.
Customer service can be an intense and demanding job, especially at peak times of the year when your busy selling lots of product or service. It’s easy to soon fall behind with inbound customer enquiries if your relying solely on live chat agents - before you know it, your response times are getting longer and longer and customers begin to get frustrated. And that’ll hurt your customer satisfaction ratings and external reviews.
Using Whawoo client service means we can activate chatbots for WhatsApp which collects leads, answers simple questions, and automatically forwards customers to the right customer delegate. It is essentially designed to assist your existing customer services team and not replace them so that they can do their job more effectively and to ensure messages do not go under the radar.
Whawoo can also deploy vetted customer service agents on Demand for your company. So if your heavily product focused and underequipped with dealing with inbound customer enqurires, then Whawoo can deploy our own agents which answer questions on your behalf. They can also be used as a first line response to general enquiries and then escalate them to one of your own agents if the matter is more complex. This then allows your staff to deal with really important enquries making them more effective. Our Whawoo agents use tags to call upon one of your internal team to answer questions directly.