How to use WhatsApp in your company's Contact Center?

We invite you to watch the full webinar in this link.

This is our second webinar, a talk given by our Commercial Executive Vanessa Chavarro and our Commercial Manager Jorge León.

Jorge: Communication tools after the pandemic, the use of technology, has been incredible that companies are needing more knowledge and knowing how to reach their customers through tools.

Vanessa: The pandemic opened the need to incorporate different communication channels in companies, which has also led us to rethink the solutions we can provide to our clients. 

Jorge: In short, that is where we can contribute our grain of sand and where we can do our work in iKono, to be able to bring this knowledge and this information, to what we have been dedicated to for 17 years at iKono. We are a company that seeks enhance the tools that companies have for their customer contact, we are passionate about sales and customer service for companies, we make developments so that companies have better possibilities of connecting with their customers. 

Jorge: How is it possible for a company to have access to its social networks such as WhatsApp, Instagram, Web Chat, etc. on a single platform? (Channel unification)

Vanessa: Companies are seeking to be served through other channels that are demanding them. At iKono they are integrating with 3 communication channels: WhatsApp, instagram and the Web Widget which is on the website. The chat that we see in companies on web pages can be incorporated into a multi-agent platform. 

iKono Chat It is giving us that possibility of being able to have that omnichannel, iKono is developing more updates to incorporate new channels as we progress.

Jorge: Customers are needing to talk to different areas of the company and receive attention from different people. How do they find that attention from chat channels? How does that menu work? (Response menu)

Vanessa: There is the solution of Welcome menu, which is focused on solving that need to be able to indicate to the client and be able to guide them when they arrive at the company, our service channels are like the facade of the company and if there is no one to guide me or help me, I will remain in the same , who can I talk to to tell them what I need.

Here what the menu does is direct customers to select an option, in this case we have 4 options, for these options we are going to assign them to a series of people who will be able to assist them in that specific need that they are looking for. . If it is related to sales, customer service or support, write the number of the mentioned option and press enter to go to the second level of the menu. 

It is something that we can have in iKono, menus by levels with the number of options that you want to customize according to what each client needs, it is important to clarify that, it is not that they are going to have a level for each service, you can have an option for each one, contracts, after-sales, customer service, etc., all customized in that menu and the second level can also be customized.

Jorge: If communications are attended to by agents, how can it be established who specifically attends to each one? Is it possible that all of them reach one person and none of them reach another? (Automatic chat distributor)

Vanessa: When a client writes through the WhatsApp chat or another channel mentioned above, they receive a menu; that menu, after some response options that the client chose, is sent to an advisor. iKono Chat have a Automatic chat distributor or ACD or a Bot, whatever you want to call it, and what it does is deliver the chats depending on the agent that is available to attend to that communication. 

He ACD Go and see who is available in the sales queue to attend to that communication that just came in, because if it is an agent who is not logged in, it means that he is not available and that we are sure that the communication will be answered. 

Jorge: In conversations, is it only possible to share texts on WhatsApp? (Multimedia)

Vanessa: Yes, in addition to texts you can share and receive emojis, audios, voice notes, attachments of any type, pdf, videos, images and be able to review the entire chat history.

Jorge:  When agents are assisting customers, should they be typing everything that is spoken or do they have predefined texts for certain responses? (Templates)

Vanessa:  At iKono we have some templates either quick response messages Predesigned, they can be categorized to find them easily and create the quantity you want, adding customizable fields. You can even greet the person by the name that the platform shows us, but we do not have to write the message that is sent to everyone but rather choose a template to save time.

Jorge:  If by mistake a client requests service from an agent or a particular area, but really should have been served by another, what happens? (Transfer)

Vanessa: You can transfer chats to other agents and the client will receive the chat immediately and if they initially assisted you, for example: Vanessa, the name appears in bold and if a transfer is made to another agent, let's say it is transferred to Jorge, The platform will inform you that a transfer was made and the name appears in bold.

Vanessa: Before transferring a chat I can choose “Private note” so that another agent can see it without the client being able to see or read it. They are notes that can help us give priority to the client and give them better management, it is something very internal and private to resolve the communication problems that that person is having.

Vanessa: There is a supervisor interface of the iKono Chat platform, it is a different interface than the agent, the supervisor can have full control of what happens with the company's chats, with different permissions and credentials for each of the management that my agents have done.