Learn about the benefits of the WhatsApp Cloud API and iKono Chat

Learn about the advantages of the WhatsApp Cloud API and iKono Chat. What is an API? It's an application programming interface. In computing, APIs allow you to create applications that connect to a specific platform. Typically, the communication protocol is HTTP. This protocol has different methods (types of requests made […]

How do I connect the WhatsApp API to my business?

How do I connect the WhatsApp API to my business? We invite you to watch our full webinar at this link. We gave this talk in our first webinar, led by our Engineering Manager, José Franco, and our Sales Executive, Vanessa Chavarro. Vanessa: José, why is it important to connect to WhatsApp? José: I'll share some data […]

Recommendations for proper live chat support

Recommendations for Providing Effective Live Chat Support Offering good customer service via live chat isn't easy, but it doesn't have to be complicated. We've spoken with customer service professionals about their experiences […]

10 tips to improve your customer service

10 Tips to Improve Your Customer Service In such a competitive market, improving communication with your customers has never been more important. Your company can offer customer service through various channels. However, telephone support is one of the most important and targeted channels […]

Bots will dominate communications

Bots will dominate communications Gone are the days when the only way to communicate with family and friends was through letters and the phone. The days when accessing a service from a public or private entity required in-person attendance, filling out thousands of forms, or waiting in long lines […]

Patience and listening skills are key to being a good agent.

Patience and listening skills: key skills for being a good agent. For some time now, we've been publishing information related to the role of a Call Center agent, as well as information on improving performance and, of course, tips to position them as a reference point on their team. All of these […]

How to integrate social media into your contact center?

How to integrate social media into a contact center? Telephone, fax, email, instant messaging, and other channels are used to provide service in a contact center. Aren't digital platforms channels? To clarify, social media has become the most widely used means of communication, especially among young people. This […]

How to restructure a Call Center?

How to restructure a call center? We might think we're doing things right when we see positive statistics resulting from the tools implemented to measure brand reputation, figures that are maintained over time. This gives us a sense of peace of mind, as we assume that things are being done […]

Types of Clients in Call Centers

Types of Customers in a Call Center It's not only important for the Call Center agent to know the product/service like the back of their hand: its features, pros and cons, its equivalent compared to the competition, and its added value so they can meet the customer's needs. It's also important to […]

The smile, the company's letter of introduction over the phone

The smile, a company's letter of introduction over the phone "A man without a smile doesn't open a store." Chinese proverb When we have a face-to-face conversation with one or more people, it becomes easy to identify the emotions that each phrase generates, since we can observe their facial expressions, which may be accompanied by […]