Channels

WhatsApp for Business

It’s time to engage! More than 1.5 billion people in over 180 countries are regular WhatsApp users. Over 60 billion messages are sent over WhatsApp every day. In countries as diverse as India, Mexico, Brazil, Indonesia, Singapore, Germany and Nigeria, WhatsApp is the dominant messaging app and the obvious choice as a Customer Support channel. And it’s growing in the United States as well!

Introduce the world’s dominant messaging app to your customer support operations

WhatsApp opened up to business use in August 2018, with the launch of the WhatsApp Business API. Sparkcentral has been a partner of WhatsApp since day 1.

Sparkcentral for WhatsApp Business API is a way for businesses to safely and reliably engage and manage conversations with customers over WhatsApp— at scale.

Introduce WhatsApp as a messaging tool to your customer support operations within a week. No rip-and-replace needed.

Sparkcentral provides the most full-featured support for the WhatsApp Business API

Send notifications as WhatsApp messages

Connect your business applications (e.g., CRM and ERP systems) with our Proactive API to send relevant notifications as WhatsApp messages to consumers on their iOS and Android smartphones. What’s different about Sparkcentral is that if customer support is needed based on your WhatsApp Business notification, customers can simply reply to your WhatsApp message instead of having to change channels and call a voice agent. The agent will see not just the customer’s WhatsApp message but also the original notification in a single conversation view.

End-to-end customer support on WhatsApp

WhatsApp Users — on Web (WhatsApp Web) and mobile (iPhones, Android smartphones) — can directly send you a WhatsApp message on your WhatsApp Business phone number. With Sparkcentral’s Productive Agent Desktop, your customer support team can manage that conversation from beginning to end within WhatsApp.

Delivery notifications

Agents see Message Delivered and Message Read notifications when they reply to a customer message. This enables them to know whether the customer needs a real-time conversation, or whether they can move to another conversation because their WhatsApp message has not yet been read.

24-hour service window warning

WhatsApp Inc. requires all businesses to reply to WhatsApp messages from customers within 24 hours. Agents using the Sparkcentral Agent Desktop see a warning when the 24-hour window is about to expire. This allows them to handle the conversations before the 24-hour service window closes.

With our 2-week cloud release cycle, as WhatsApp Inc. adds new capabilities to the WhatsApp Business API, we release new features to support them in our platform.

WhatsApp Business agents on Sparkcentral are hyper-productive

  • One Platform to Manage All Channels

    Start with WhatsApp and then add customer support on Facebook Messenger, SMS, live chat and other digital channels. Sparkcentral provides a single platform and universal queue for conversations for all the major digital channels. Agents have one common experience to respond to customers coming in from different messaging apps. Unlike other platforms, our solution can handle public social media and private messaging platforms together. E.g., the same agent team can handle WhatsApp messages, public posts on your Facebook page, and public tweets with the same consistent experience.

  • Deploy chatbots on WhatsApp Business

    Chatbots are how one does self-service in the digital customer service world. Sparkcentral allows chatbots to augment human productivity, not replace it. With Sparkcentral, business users can configure simple chatbots in minutes for tasks such as asking pre-qualification questions or automatically sending away messages — similar to the job your tier 1 agents are doing today in your customer support team. For more business messaging needs, sophisticated bots on third-party bot platforms like Google Dialogflow can be connected using the Sparkcentral Virtual Agent API.

  • Fast Answers

    Send quick replies of consistent quality to FAQs with snippets stored in our in-product knowledge base.

  • 360-degree customer view

    Sparkcentral connects with your CRMs and other business applications (e.g., ERP systems) like Salesforce to give agents a complete view of the customer and their conversation history — so they never have to repeat themselves.

  • Advanced analytics

    Take your contact center metrics to the digital age. With Sparkcentral, you can track KPIs on your chat, social, and messaging channels that have traditionally been applied only in the contact center, re-defined for measuring the digital dialogue: average handling time, first response rates, time-to-resolution, etc.

How to manage WhatsApp conversations with Sparkcentral

What WhatsApp Business can do for your customer support team and your business profile

Large enterprises and small businesses alike can use the WhatsApp Business API to notify their customers and provide to end-to-end customer support:

From simple, value-added outbound notifications:

  • Payment reminders
  • Appointment reminders
  • Order receipts
  • Delivery notifications
  • Boarding passes
  • Two-factor authentication
  • … and more

To full-fledged customer service and support:

  • Billing support
  • Product questions
  • Engagement with personal advisors
  • Scheduling and rescheduling of appointments
  • Shipping and returns
  • Customer onboarding activities
  • Technical issues
  • … and more

Deflect calls from your call center

WhatsApp Customer Service can be used to significantly lower contact center costs while improving customer experience.

Deflect inbound phone calls by offering customers the ability to send you WhatsApp messages instead. You can even have a greeting message with this option within your IVR. Customers receive a push notification to begin the interaction and always have the option to receive a callback if they change their minds.

Learn more about call deflection

Business value propositions

What will using WhatsApp Business API do for your business?

Reduce customer service cost

Businesses of all sizes can use WhatsApp Business API to lower customer support cost significantly: up to 45% compared to voice or email, and up to 25% compared to traditional live chat. Greet your callers with the option to engage over WhatsApp instead of calling, through proactive Call-to-Messaging Deflection.

Improve customer experience

Customers love the simplicity of messaging on WhatsApp. Asynchronous messaging means no waiting on hold, no getting disconnected, no waiting for the agent to find an answer to a customer question.

Increase customer loyalty

Loyalty should be about you being loyal to them: by being where they are. Serving customers on WhatsApp will make them come back, stay, and tell others.

 

Hear our CEO talk about brand loyalty

Improve agent satisfaction

Agents love to use the channels they are familiar with from their personal life. Digital or “written” agents show higher job satisfaction than phone agents.

Customer proof

engie sparkcentral partnership

ENGIE Electrabel, part of the Engie group, a large service provider, was able to lower calls, email, and chat traffic, as well as cut cost-to-serve almost in half by deploying WhatsApp and other messaging channels for customer service.

Read more

Learn More

What makes WhatsApp Messenger so different from Facebook Messenger or other customer care channels? How can you best leverage it?
Why are leading brands like KBC Bank & Insurance investing in customer communications and care through the WhatsApp Business API, and what are the results they are already seeing?

Watch our webinar to find out!

WhatsApp Webinar Speaker Lineup

It’s easy to get started with WhatsApp for Business

Large enterprises and small business owners can benefit from having a business presence and an official WhatsApp account. Sparkcentral works with WhatsApp Inc. to take care of getting your brand approved to use the WhatsApp Business API, provision a WhatsApp phone number if required, onboard your WhatsApp business account, build a WhatsApp business profile and get your agents trained — all within 2 weeks of signing.


Sign up for a demo

Just fill out our Contact form and we’ll quickly be in touch to show you a demo and answer your questions


Discover the possibilities

During a discovery session, our experts will work with you to identify the right
pilot use case.


Operationalize your plan

Our onboarding process includes everything from agent skills to staffing to setting KPIs. You can be up and running in just a few weeks.


Launch your pilot

Watch customer satisfaction and loyalty improve, agent productivity rise, and customer service costs decrease.