19 May Fidelity and WhatsApp Integration: the new integration that will take your Contact Center to the next level
Fidelity Connect Contact Center integrates with WhatsApp:
the new fashion channel for Customer Service.
Fidelity Connect, Jusan’s Smart Center software, allows your agent to receive and answer WhatsApp messages effectively without leaving their usual interface. Offer multichannel and personalized attention to your customers with Fidelity Connect WhatsApp.
What does Fidelity Connect WhastApp offer you?
Automatic distribution of WhatsApps: Fidelity Connect automatically forwards Whatsapp messages to the most appropriate agent based on priorities, skills and availability while ensuring that no message is left without a reply.
Message management: With Fidelity Connect WhatsApp the agent responds easily to customer requests from their usual device and software interface.
Multi-channel and Multi-Platform Management:Fidelity Connect allows agents to reply to WhatsApp messages while attending calls, emails, chats and messages on Facebook and Twitter from any device: PC, mobile and tablet, at any time and from any place.
Reports and statistics: Automatic archive of the WhatsApp conversations history of agents and clients, organized by date and available in an external folder for better storage of queries and conversations.
WhatsApps History: Archivo automático del histórico de conversaciones en WhatsApp de agentes y clientes, organizadas por fecha y disponibles en una carpeta externa para un mejor almacenamiento de las consultas y conversaciones.
Integration with ChatBots: Fidelity Connect opens the possibility to integrate with ChatBot engines to automatically reply to part of the requests.
Data security: Fidelity Connect WhatsApp applies the official security and data protection policies of WhatsApp.
How does Fidelity Connect Whatsapp work?
The operation of Fidelity Connect WhatsApp is very simple.
1- When your client sends a WhatsApp message to your company, Fidelity automatically forwards the message to your contact center, and handles it according to the distribution rules you have set, and makes sure that no message is left without a reply.
2- Your agent receives the messages directly on the screen and replies from the usual contact center interface. This way, the agent can manage several conversations at the same time. For example the agent may answer a WhatsApp message while on the phone in another call.
3- The client receives the answer to his query on his mobile phone, directly and without having to wait!
4- You can trace all the whatsapp handled by the agents of your contact center and get full visibility with the statistics module.
The importance of WhastApp in the Contact Center
WhatsApp is the most popular instant messaging application in the world. Its use is increasing every day and its potential in the enterprise sector is amazing. it has an incredible potential for companies, and it already is one of the channels preferred by customers to communicate with their suppliers.
In addition WhatsApp is one of the most useful tools to develop effective marketing and customer service strategies: it offers proximity to its users, encourages just in time or real-time conversation, allows agents to answer messages in real time, and provides an extra level of satisfaction to customers who expect to be served anywhere, anytime.