Getting Approved with WhatsApp Business
The first step in the process was to get approval from WhatsApp which the Webio team took the reigns on and guided the team through the nuanced process to achieve this.
Focussing on inbound engagement, Webio designed a two-way Conversational WhatsApp flow that enabled unknown customers to reach out and connect via WhatsApp on their website.
The first pilot application was a simple inbound process whereby customer came into agents via the WhatsApp widget on their website and moved into an agent queue with the conversation continuing over messaging. With the added features of Smart Agent tools, logical branching and auto rerouting to skilled agents were able to handle more customers, more efficiently than webchat.
Chatbot Driven Customer Engagement and Automation
With the success of the pilot, additional functionality was added - automation, chatbots and API integrations to boost the WhatsApp engagement capabilities.
Webio chatbots were introduced as the first contact engaging with customers, and connecting into internal systems in real-time to complete an identification process and provide customers with the relevant answers to their queries, whether that is a balance confirmation, next payment date, a complaint, or transforming to a live agent.
It is a lovely journey that takes an unidentified person and guides them through a seamless process that ensures they are responded to in a timely manner with real-time information and in a channel that they love.
Automation Driving Efficiency and Satisfaction
By adding automation to this inbound customer journey, the team were having more efficient conversations. Eliminating the need for some customers to engage with agents and for those that are transferred, agents now have the capability to handle more conversations than webchat, In fact, agents can handle 3 times as many cases as webchat and agents love it.
No more picking up dropped conversations and staring from the beginning. WhatsApp conversations threads captured the conversation history entirety and as messaging is asynchronous do not have to answer during one particular session.
Adding More Channels
On the back of the success of WhatsApp, Messenger has now been added with the same chatbots and automation flows applied, and for those customers who choose SMS, they can handle that too. A very easy process to set up as Webio is a create once and deploy every platform.
The Webio solution is fully configurable allowing non-technical staff design, building each customer conversation flow to whatever level of complexity needed.