Expand your jtel contact center solution with WhatsApp integration to add the world’s most popular mobile messaging platform to your omni-channel experience. Get agents to your customers faster with a solution you can implement in minutes.

With two billion users, WhatsApp has earned the title of the world’s most used mobile messaging app – surpassing other favorites like Facebook Messenger, WeChat and Snapchat, according to Statista.

Although you may only see WhatsApp as a way to stay in touch with friends and family, it is also becoming increasingly popular as a communication channel between companies and customers.

It all started with the WhatsApp Business app, launched in 2018. This version of the app was aimed at smaller businesses, giving them a quick and easy way to answer customer questions, solve problems and share information about products and services.

Now WhatsApp can be integrated into jtel’s world-class contact center solution, allowing our customers to expand their customer engagement and support capabilities with a popular and attractive channel.

Agents can quickly start integrating WhatsApp

On the agent side, the easy WhatsApp integration means a short learning curve. Employees launch WhatsApp from their “AgentHome” desktop view in the Jtel system, where they see WhatsApp requests listed. Once they start accepting chat requests, each conversation will be organized into separate tabs.

While agents can have multiple WhatsApp conversations at the same time, the admin can set a maximum number per agent and the jtel platform algorithms ensure that the chat requests are routed to the most qualified and available person for response. This means that customers are helped quickly and agents are not overwhelmed.

Support for supervisory and administrative skills

There is no shortage of tools for managing jtel WhatsApp integration. From a high level, managers can observe how many WhatsApp conversations are answered and monitor the level of service agents provide to customers

If a more detailed understanding is required, reports are available with categories such as response times, chat vs. quiet times, wrap-up, and average call duration. Reports can also be created that look at a customer’s entire support history. Transcripts can be logged and even exported to your company’s CRM or ERP system.

The administrator functions are also flexible and customizable. System administrators can manage WhatsApp requests alongside other channels such as: E.g. voice calls and emails, efficiently forward.

Additionally, system owners can expand the jtel system with features such as AI-powered chatbots, allowing jtel’s level of support to grow as the contact center’s needs grow.

Get started with WhatsApp integration for jtel today

jtel with WhatsApp is the integration you need to provide support to your customers through a platform they are familiar with. Make it easier than ever for your customers to reach a member of your contact center team and expand your omni-channel experience with a tool that doesn’t require extensive agent training.

Contact us today for a consultation!