Offer your customers support via a familiar interface with WhatsApp© integration for your jtel contact centre solution.
WhatsApp© Features
Perfectr Customer Service with jtel’s Platform-Module WhatsApp©
Flexible and fully harmonised integration
With two billion users, WhatsApp is one of the most popular messaging apps in the world. What if you could leverage the ease of use and familiarity your customers and employees have with it to enhance your contact centre operations?
With the jtel WhatsApp module, your customer comes first
On its own, WhatsApp is a simple and convenient messaging platform to connect friends and family. Integrated with the jtel system, it becomes an additional channel for agents to quickly support customers. Employees can access the platform directly from the home view of their jtel client and customers can initiate a WhatsApp chat by simply clicking on the icon on your website.
Easy integration of the jtel WhatsApp module into your system
Install the WhatsApp integration as an extension to your existing jtel infrastructure. Take advantage of easily configurable administrator settings and implement reporting that supports the level of detail you need to manage operations and ensure customer success.
jtel Multichannel Contact Center Software
Advantages of WhatsApp©
Complete Integration with jtel
- Conversations Initiated by Customers are Transmitted to the jtel System via a WhatsApp Business Connector
- The WhatsApp Connector works in Parallel with the jtel Web Chat Connector
- A Full Suite of Distribution Algorithms is Supported – Skill-Based and Longest-Idle
- Agents can have Conversations with Several Customers at the Same Time
- Employees Start WhatsApp from their ‘AgentHome’ Desktop View
- Every WhatsApp Request is Listed in the System
- Employees can Accept Conversations or Forward them Internally to Other Colleagues
Flexible Platform Management
- Simple Administration by the jtel Administrator
- Defined Maximum Number of Simultaneous Calls per Employee
- Various Distribution Algorithms to Efficiently Process Enquiries in Parallel with Other Channels Served by the Contact Centre, e.g. Calls and Emails
- Set Maximum Waiting Time for Customers
Detailed Statistics and Overview
- Supervisors can See the Number of Conversations and the Service Level on the Wallboard and in the Supervisor View
- Consolidated Historical Reports Show All Calls, Emails, WhatsApp Conversations, Chats, etc. per Service
- Report Categories Include Response times, Idle times, Chat times, Post-Processing and Average Conversation Duration
- Conversations can be Exported to a Backend CRM or ERP System via a REST API Provided as part of the Package
jtel Multichannel Contact Center Software
Performance features WhatsApp©
Installation and Basic Configuration of the WhatsApp Connector in just a few minutes
Processing of Conversations in Separate Registers for the Agent
Provide a WhatsApp Button on your Website to Connect Directly to the Contact Centre
Save Chat log for Later Review
Use Landline Numbers for your WhatsApp Customer Services - No Mobile Numbers Required
Consolidate the Records of a Customer's Conversations with the Entire Customer History via the jtel REST API
Automated Initial Welcome Message to Customers
Ability to Archive Transcripts in your CRM System
Parameter-based Routing of Requests to the Best Employee for Processing the Problem
REST API for the Integration of AI Chatbots and Other Automated Processing Systems
Active queue management
jtel AI chatbots Available on Request (requires training material)
Processing of Conversations in Separate Registers for the Agent
Support Offered by the jtel Team for your Integrationn
Engage in dialogue with jtel
We show you how to optimise your customer service with jtel.
Simply fill in the form below and our experts will be there for you.