How to use WhatsApp in your company's Contact Center?
We invite you to watch our full webinar here link.
This is our second webinar, a talk given by our Sales Executive Vanessa Chavarro and our Commercial Manager Jorge León.
Jorge: The communication tools after the pandemic, the use of technology, has been incredible; companies are needing more knowledge and knowing how to reach their customers through these tools.
Vanessa: The pandemic highlighted the need to incorporate different communication channels in companies, which has also led us to rethink the solutions we can offer our clients.
Jorge: In short, that's where we can do our bit and where we can, from our work at iKono, bring this knowledge and information to what we have been dedicated to for 17 years at iKono.
We are a company that seeks to enhance the tools that companies have for their customer contact; we are passionate about sales and customer service for companies, and we develop solutions so that companies have better opportunities to connect 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 support through other channels they are demanding. At iKono, they are integrating with 3 communication channels:
WhatsApp, Instagram, and the web widget on the website. The chat we see on business websites can be integrated into a multi-agent platform.
iKono Chat iKono is giving us the possibility of having that omnichannel experience, and they are developing more updates to incorporate new channels as we move forward.
Jorge: Customers need to speak with different departments within the company and receive support from different people. How can they find that support through chat channels? How does the menu work? (Response menu)
Another important aspect is that, probably, when we analyze the requests in the company's Contact Center, we might find that many of those questions could be answered automatically if we had a chatbot. So, along with that, we could conclude that if we have a significant level of requests arriving at our contact center that are causing congestion, and our agents are insufficient, a chatbot would provide significant support because it would resolve many of those incoming requests that don't require agent intervention, as the answers could already be stored in the chatbot's database, for example.
Vanessa: There is the Welcome Menu solution, which is focused on solving that need to be able to indicate to the customer and guide them when they arrive at the company. Our customer service channels are like the facade of the company, and if there is no one to guide or help me, I will be left in the same situation, wondering who I can talk to to tell them what I need.
The menu here directs customers to select an option. In this case, we have four options. Based on these choices, we'll assign them to a team of people who can assist them with their specific needs. If it's related to sales, customer service, or support, you type the number of the corresponding option and press Enter to move to the second level of the menu.
This is something we can have at iKono: tiered menus with as many options as you want to customize according to each client's needs. It's important to clarify that you won't have a separate level for each service; you can have one option for each—contracts, after-sales, customer service, etc.—all customized in that menu, and the second level can also be customized.
Jorge: If the communications are handled by agents, how can it be determined who specifically handles each one? Is it possible for all of them to reach one person and none of them to reach another? (Automated chat distributor)
Vanessa: When a customer writes via WhatsApp chat or another of the channels mentioned above, they receive a menu. After the customer selects a few response options, this menu sends them to an advisor. iKono Chat has a Automated Chat Distributor or ACD or a Bot, whatever you want to call it, and what it does is deliver the chats depending on which agent is available to handle that communication.
The ACD goes and checks who is available in the sales queue to handle that incoming communication, because if it's an agent who isn't logged in, it means they're not available and we can be sure that the communication will be answered.
Jorge: Is it only possible to share text in WhatsApp conversations? (Multimedia)
Vanessa: Yes, in addition to text, you can share and receive emojis, audio, voice notes, attachments of any type, PDFs, videos, images, and review the entire chat history. iKono Chat.
Jorge: When agents are assisting customers, do they have to type everything that is said or do they have predefined texts for certain responses? (Templates)
Vanessa: At iKono, we offer pre-designed quick reply templates that can be categorized for easy access. You can create as many as you need and add customizable fields. You can even greet people by name, as displayed on the platform. Instead of writing a new message for everyone, you can choose a template to save time.
Jorge: What happens if a customer mistakenly requests assistance from a particular agent or department when they should actually be assisted by someone else?
(Transfer)
Vanessa: Chats can be transferred to other agents, and the customer will receive the chat immediately. If you were initially assisted by, for example, Vanessa, the name will appear in bold. If a transfer is made to another agent, let's say Jorge, the platform will inform you that a transfer was made, and the name will appear in bold.
Jorge: How do agents remember important information they need to recall during a conversation with a customer?
(Private notes)
Vanessa: Before transferring a chat, I can choose "Private Note" so another agent can view it without the customer being able to see or read it. These notes help us prioritize the customer and provide better service; they're very internal and private, designed to resolve the communication issues the person is experiencing.
Jorge: Agents communicate with customers, but how can the company know what they are talking about with each other? (Control – supervisor)
Vanessa: There is a platform supervisor interface iKono Chat, It's a different interface than the agent's; the supervisor can have full control over what happens with the company's chats, with different permissions and credentials for each of the actions my agents have taken.
To know all the information about the webinar you can access this link to watch the full video.
#We invite you to read our blog post «"How to restructure a Call Center?"»
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