More efficient, seamless customer service via WhatsApp and digital channels.
Leading telecom company focused on developing innovative technologies to meet communication needs in a fully digitalized world.
The Challenge
High costs due to excessive use of the telephone channel
Excessive use resulted in high costs and long wait times, which affected user satisfaction.
Prolonged wait times
The telephone channel saturation resulted in long wait times, harming user satisfaction.
Lack of asynchronous contact channels
Adding an asynchronous channel was essential to meet demand for communication that did not require real-time interaction, such as instant messaging, allowing users to contact at any time without waiting on the line.
Misalignment with user preferences
Users preferred more convenient channels like messaging apps, so the client needed a solution aligned with these preferences to improve the overall customer service experience.
The Solution
Integration of WhatsApp in Walmeric Connect
WhatsApp was integrated into our platform Walmeric Connect platform, centralising and optimising omni-channel communication for better efficiency and user experience.
Omnichannel with instant messaging
WhatsApp was added to the company’s landing page, enabling asynchronous contact without waiting on the line, improving lead capture and accessibility.
Real-time interaction analysis
The platform analyses user input channels in real time, optimising resource allocation and allowing agents to prioritise leads effectively.
Centralised lead information
Walmeric Connect integration provides agents with a single view of all relevant lead data, boosting efficiency and conversion rates through faster, personalised service.
Are you ready to find out how we can boost your business?
Contact us and find out how our technology can help you better manage potential customers
Request a demo