Cultivate strong customer relationships by enabling agents to address multiple queries from a single interface, leveraging intelligent routing and workflows to auto-assign chats to agents with the appropriate skills and bandwidth, and utilizing canned responses and auto replies to respond quickly and efficiently to common inquiries.
Create distinct views for admins, managers, and agents. Assign roles, control access, and effectively manage teams.
Utilize highly structured messaging (HSM) templates to send WhatsApp messages that encourage action.
Put conversations on pause until you resolve the issue. Encourage idling customers to pick up the conversation and settle every issue
Integrate with help desk and CRM platforms like Leadsquared, Zendesk, Freshdesk, Salesforce, and Zoho,etc.
Admin and managers should be given more authority so they can govern chats without negatively impacting the customer experience.
Mark vital conversations that need attention or can be consulted later to handle related questions.