Channels

WhatsApp

It’s time to engage. WhatsApp is used by more than 1.5 billion people in over 180 countries. Over 60 billion messages are sent over WhatsApp every day.

Introduce the world’s most used modern messaging channel to your customer service mix

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

Introduce WhatsApp to your contact center and digital customer service group without impacting running operations.

How to manage WhatsApp conversations with Sparkcentral

What WhatsApp can do for customer service

From keeping your customers in the know to full customer service and support, WhatsApp can be used in a number of ways:

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 calls by offering customers the ability to text you. You can even greet callers 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 the introduction of WhatsApp do for your business?

Reduce customer service cost

Lower 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 so different from other customer care channels? How can you best leverage it?
Why are leading brands like KBC Bank & Insurance investing in WhatsApp customer care, 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

Sparkcentral takes care of getting your brand approved with WhatsApp, provision a WhatsApp number if required, and getting your agents trained — all within a few weeks.


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.