Background

CPaaS Omni-Channel WhatsApp solution is designed to act as a crucial link between your organization and WhatsApp Business, offering a robust platform for real-time customer interaction. It not only bridges the gap between your organization and WhatsApp Business but also enhances the overall customer experience through efficient, real-time communication. Our expert developers ensure that the solution is tailored to meet your specific needs, providing a powerful tool for customer engagement and support.

Overview

Here are the key features of CPaaS Omni-Channel WhatsApp solution.  

Key Features

Convenience and Accessibility

Recognizing the widespread use of WhatsApp as a preferred communication platform, our solution aims to make it incredibly convenient for customers to connect with business organizations. Here’s how:

• Easy Reach: Customers can easily reach out to your organization through WhatsApp, whether they have questions about products, need assistance, or want to provide feedback.
• Instant Connectivity: With just a message, customers can initiate a conversation, ensuring that your organization is always accessible and responsive.
• Enhanced Customer Experience: This accessibility ensures that customer queries and concerns are addressed promptly, enhancing overall satisfaction and engagement.

Unified Management

Our Omni-channel WhatsApp solution serves as a centralized hub where your organization can manage all WhatsApp interactions seamlessly. Key aspects include:

• Centralized Oversight: All WhatsApp transactions, from customer inquiries to order updates, are managed in one place. This centralized approach simplifies oversight and ensures that nothing is missed.
• Streamlined Operations: By consolidating all interactions into a single platform, your team can manage conversations more efficiently, leading to faster response times and better customer service.
• Consistent Communication: Ensures that all communications are consistent and organized, maintaining your brand’s voice and messaging across all interactions.

Feature-Rich Environment

Our Omni-channel WhatsApp solution is equipped with essential features that empower your teams to handle customer interactions effectively. These features include:

Multi-Agent Collaboration:

• Team Effort: Multiple agents can collaborate on the same customer interaction, ensuring that customers receive the most accurate and helpful responses.
• Shared Knowledge: Agents can share information and insights in real-time, improving the overall quality of support.
• Seamless Handoffs: If one agent needs to pass the conversation to another, it can be done seamlessly, without any disruption to the customer.

Focus Mode and Agent Capacities:

• Focused Work: Agents can enter focus mode to handle complex queries without distractions, ensuring they can provide the best possible support.
• Load Management: Manage agent capacities effectively to avoid overloading any single agent. This ensures that each agent can perform optimally, leading to better customer service.
• Efficient Task Allocation: Tasks are allocated based on agent availability and capacity, optimizing workload distribution and enhancing efficiency.

Chat Inactivity Action: 

• Auto-end assigned chat: Owner/Admins can set up auto-end assigned chat after a period of inactivity from 1 to 1440 minutes.
• Auto-end waiting chat: Owner/Admins can also configure auto-end waiting chat after a period of inactivity from 1 to 1440 minutes.

WhatsApp Back Function:

• Proactive Communication: Allows your organization to reinitiate conversations with customers who may have dropped off or require follow-up.
  Re-engagement: Helps in re-engaging customers, ensuring that their queries or concerns are fully resolved.
  Customer Retention: Enhances customer retention by maintaining an ongoing dialogue and demonstrating your commitment to their satisfaction.