WhatsApp Business Integration: WhatsApp API for Business
With the changing world, accessing call centers through written channels is increasingly preferred. With Frontier, you can use both voice and written channels in your call center and generate solutions for your customers through different channels. Provide service to your customers through various channels with Frontier’s WhatsApp Business Integration.
Advanced Chat Handling Menus
With Frontier’s WhatsApp Business Integration, just like the Interactive Voice Response (IVR) system you create for incoming calls, you can also create a flow for incoming chats. With your chat flow, you can distribute the chats coming from customers according to the agents’ competencies. You can direct customers to the appropriate team for different departments such as sales, support, and accounting; and you can provide data such as cargo tracking and stock information 24/7 without connecting to a customer agent. You can enable your customers to reach you more easily and meet their demands even outside of your working hours.
Multi-Chat Handling
Thanks to Frontier’s WhatsApp Business Integration, you can communicate with multiple customers simultaneously. In call center operations, agents can serve only one customer verbally at a time. However, in the chat channel, agents can communicate with multiple customers simultaneously and handle their transactions. In this way, you can provide faster responses to customer requests and improve the customer experience. You can reduce your operation’s workload with self-service solutions.
NEW: One-Click Communication with WhatsApp Calling Feature!
Communicating with your customers is now much easier! With WhatsApp’s new feature for businesses, your customers can call you with a single tap from the chat screen—no need to switch apps or take extra steps. With Frontier, you can manage your WhatsApp calls, chats, social messages, and voice calls from a single screen, on a single platform. Effortlessly greet every customer, from personalized IVR scenarios to custom WhatsApp call flows, and consolidate all your conversations in one place.
Personalized Customer and Brand Experience
With Frontier’s WhatsApp Business Integration, you can offer easily accessible call center services to your customers and increase satisfaction. You can automatically send welcome, information, and closing messages to customers who reach you, and you can also send these messages using the customer name information registered to the number. With self-service features, you can answer requests 24/7 without a customer agent. You can enable your customers to reach you more easily and meet their demands even outside of your working hours.
Reporting
Chat records with customers are stored on the Frontier Call Center Software system with their details. Just as you can instantly view the written correspondence and details made by agents, you can also access historical chat reports. With live monitoring screens, you can see active chats, generate historical chat performance reports, and evaluate the chats made. You can track agents’ chat performance and provide feedback to them using Customer Satisfaction Surveys and Frontier Quality Assessment Forms.
Chat Opportunity on Different Platforms
With WhatsApp Business, Facebook, and Web Chat Integrations, you can handle messages coming from all written channels through a single screen. With the Chat Flows you create, you can distribute chats to agents according to their competencies and channels, and report all channels individually. As a result of the reporting, you can access statistics regarding written channels and measure efficiency. With our Open API feature, you can easily integrate your business applications into your system, simplifying process management.
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