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How to effectively integrate WhatsApp into your contact centre

WhatsApp Business is undergoing pilot testing, which will enable companies to have yet another channel in order to communicate more efficiently with their customers. “WhatsApp still needs to find its rightful place in business, and this is largely due to the fact that the app did not previously support this sector of the market,” says 1Stream[1]‘s Director, Bruce von Maltitz. “In its former guise, building WhatsApp into your contact centre would run the risk of crashing as it was not officially supported by WhatsApp.”

This has now changed and WhatsApp will soon be offering an official, maintained and approved way of providing customer support. It will become easier for companies to communicate with their customers quickly using a reliable and secure platform. Over one billion people use WhatsApp every day to stay connected with their family and friends, and over time, more people will use the app to communicate with the companies they come into contact with.

The WhatsApp Business app will offer free tools for small companies, as well as an enterprise solution for bigger companies operating at a larger scale with a global customer base. These include airlines, e-commerce sites, and financial institutions. “However, it will not be sufficient to simply add a WhatsApp channel to your customer service centre, as it will need to be fully integrated with your current channels to ensure that routing and reporting forms part of an omni-channel solution,” adds von Maltitz.

“This can’t be handled as a separate stand alone channel, as this inefficiency is both expensive and time-consuming.”

1Stream’s offering is cutting-edge, and designed to handle multi-media platforms like WhatsApp Business.

For more information, visit the 1Stream website[2].

This article was published in partnership with 1Stream.

References

  1. ^ 1Stream (tracker.mybroadband.co.za)
  2. ^ 1Stream website (tracker.mybroadband.co.za)

Get a 360-degree view for better customer service

At 1Stream[1], our cloud based call centre solutions provide a number of benefits that will help your business to save money and improve the level of service you offer to your clients.
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1Stream’s cloud based integration solution plugs into all major CRM and ticketing systems, including Microsoft Dynamics CRM, Salesforce.com and Zendesk out of the box. We’ve implemented numerous integrations for our customers in a variety of industries and our extensive experience means you’ve got the expertise of our professional services team, to accomplish your integration in weeks – not months

To find out more about their special offer, visit the 1Stream website[2].

This article was published in partnership with 1Stream.

References

  1. ^ 1Stream (tracker.mybroadband.co.za)
  2. ^ 1Stream website (tracker.mybroadband.co.za)

Contact centre legacy systems tripping you up? Check out 1Stream’s special offer

If your call centre technology has reached its end of life or it’s just too expensive to maintain, it is time to migrate to the cloud. Historically, many businesses would keep departments in-house, but the development of cloud contact centres has changed this, making it easier and more affordable to run an efficient call centre that adds real value to a business. “While companies used to view outsourced services as being difficult to manage and expensive, our cloud-based call centre solutions have proven to be far less risky and more cost effective than managing legacy systems,” says Jed Hewson, 1Stream[1] director.

“With a cloud-based system, you get all the benefits of owning your own equipment without the cost and administrative issues associated with it.” With a cloud-based system, you can rely on the provider’s demonstrated performance and can switch components on and off as you need them.

1Stream, for example, was ‘born in the cloud’ 10 years ago and has been dealing exclusively with cloud based solutions, so it has a proven track record and a growing customer base. The cost of managing an on-premise system is especially important for call centres with less than 100 agents.

“You need someone to sit onsite who has very specialised technical skill, which can be expensive, hard to find, and challenging to retain,” Hewson adds. “Specialist companies, such as 1Stream, have the skilled resources necessary to do the job effectively, allowing you to focus on your core competencies instead.” Technology is constantly evolving and becoming more sophisticated, and many cloud-based solutions offer the best skills and the latest technology.

“IT and call centres are measured on stabilities, and you need things to be running 99.9% of the time,” explains Hewson. “The advantage of cloud-based systems is that you get to ‘try before you buy’ and if it doesn’t work for you then you just switch it off.”

1Stream is one of the most experienced cloud contact centre service providers in Africa, offering complete administrative as well as technical services. These solutions dramatically reduce infrastructure and operational costs, reducing complexity, allowing the organisation to focus on their core business.

1Stream is offering a special where you can get free support and 3 months free with a 12-month contract, and free installation will be included until the end of July.

Your existing legacy systems can also be integrated with the cloud call centre technology, allowing you the space to shift seamlessly and benefit from the new technology.

To find out how 1Stream can help your call centre to thrive and improve your customers’ experience, visit the 1Stream website[2] or call them on 087 351 5253.

This article was published in partnership with 1Stream.

References

  1. ^ 1Stream (tracker.mybroadband.co.za)
  2. ^ 1Stream website (tracker.mybroadband.co.za)