Messaging apps have quickly emerged to become a primary communication channel in the consumer world—WhatsApp alone delivers 100 billion messages a day across the globe. And it’s not just people sharing memes with their friends or staying in touch with geographically dispersed family members. Increasingly, consumers expect to be able to interact with businesses and companies via messaging apps, requiring them to be a critical part of any modern omnichannel contact center strategy.
In addition to the obvious CX benefits and meeting consumer demands, messaging apps also offer more opportunities for engagement and automation, which can deliver significant bottom-line improvements. However, it’s critical that companies are able to transfer automated messaging interactions to a live agent whenever the situation calls for it — with the customer data on the interaction and the context.
That’s one of the reasons why the QuandaGo platform is so well-suited for today’s contact center needs. We enable companies to integrate WhatsApp, Facebook Messenger, Viber, and other messaging apps not just within their contact center environment, but within the front and back office as well. While incoming queries are initially handled by bots, we always support a transparent connection to a live agent and capture all prior interactions in a consolidated dashboard so that the latter has a 360-degree view of the customer.
Hot to Do It
To see it in action, take a look at this 20-minute DEMO webinar on how to integrate messaging apps with the QuandaGo platform.
Given the rate at which B2C usage of messaging apps is exploding, it truly is a question of “when, not if” you will need to integrate them into your contact center environment. If you have any questions about how to do this effectively, feel free to reach out for additional guidance!