Good customer support and communication with potential clients are among the key elements of a successful business. This is why many companies employ different ways of establishing this rapport, including live chat on their website, emails, or messaging platforms like WhatsApp Web and mobile.
When managing customer support operations, one of the issues that businesses using WhatsApp to communicate with their clients often encounter is how to enable their agents to log in to the same company account from multiple devices at the same time.
Luckily, there is now a way for businesses to bypass this and allow the integration of multiple users into a single WhatsApp account/number, so they can effectively communicate with all of their customers and prospects, as well as each other.
WATI to the rescue
If your company supports WhatsApp web and mobile communication, the solution to this problem is the WhatsApp Business Account for Team Inbox and Marketing or WATI. As an official partner of the most popular messaging app and using its Business API, WATI empowers businesses with a communication tool that allows multiple agents on multiple devices to operate, i.e. receive and send messages, using the same WhatsApp number.
In the past, the WhatsApp Business app only allowed one person to sign in to one account. In other words, the agents would be automatically signed out from one device if they signed in to another. With WATI, this limitation is removed, and agents can use the platform to sign in from multiple devices at the same time and communicate with customers using WhatsApp web and mobile platform. For this you need to get WhatsApp Business Verification.
Team Inbox allows multiple agents to simultaneously manage chats
The majority of the work takes place in the unified Team Inbox, accessible through the WATI navigation bar. Here not only can you and your team members sign in to the account from one or more devices, but you can also easily collaborate with your colleagues, allowing them to view, assign, and respond to every client inquiry.
Through the Team Inbox, you can easily:
- start and end live chats,
- send messages,
- assign tickets to the operators,
- add contacts to favorites,
- change topic name,
- add quick replies,
- add custom parameters (personal contact information) to the contacts,
- search and filter the contacts.
The Team Inbox allows your agents to collaborate and reply to all incoming messages from the customers at the same time on multiple devices. All chats are accessible from the left-hand side and can be filtered by various elements. In the middle of the page is the conversation with the customer. Once the chat is assigned to an agent, he or she will be able to directly communicate or end the communication with the customer. The quick reply options are available as well.
On top of that, the Team Inbox supports multimedia exchange with the customers, including images, video, and audio files. The customer’s information can be saved on the right-hand side of the Team Inbox page. Here, you can add customer parameters for different customers, such as “VIP” and additional notes such as the customer’s birthday date to send a personalized message to them.
What else can WATI do for me?
In addition to the Team Inbox, the WATI navigation bar also contains Dashboard, Broadcast, and Contacts tabs.
The Dashboard page will show real-time statistical information on your KPIs in a granular view and in the form of charts. For instance, you’ll be able to see top operators filtered by duration or number of ended chats, most frequently raised issues, chat duration and number, message volume, and more.
In just a few clicks, the messages are sent through the Broadcast tab. The scheduled messages or broadcasts can be easily added, edited, deleted, and canceled. The Broadcast History shows all the sent broadcasts in one place, containing name, delivery progress, number of recipients, failed delivery (number of contacts that couldn’t be reached), delivery status (pending, completed, or stopped), and actions (broadcast statistic, view template).
In the customer management page, you can add contacts manually with an image and customizable attributes including name, phone number, age, VIP status, and more. The contacts are easily searched and segmented according to these labels. You can also upload your own contact lists. The uploaded list can also be downloaded as an XML file.
Step up your WhatsApp game
The WATI platform is exceptionally user-friendly and intuitive, making the onboarding process for all your team members quick and painless. Once you (or your team members) log in to the platform and learn its basics, you’ll be ready to start taking full advantage of the WATI platform. Help is available if you get stuck anywhere, either in the form of supporting documentation or live chat on the WATI website.
Once you and your team start using WATI, you’ll get access to over two billion users who use WhatsApp web interface and mobile app, along with an opportunity to spread the word about your business all over the world. Thanks to the powerful broadcast function, you’ll be able to quickly broadcast customized messages to your targeted customer or audience group.
Not only will the platform help you spread your outreach, but it will also facilitate seamless customer support and better engagement with your prospects. In terms of your own team, WATI will allow you to facilitate collaboration, track your agents’ performance, and manage your customers’ contact information, all using one simple yet comprehensive platform. The best part? All the team members will be able to log in from multiple devices at the same time.
WhatsApp Web Team Inbox is currently in beta preview so if you’re ready to test it out, feel free to request access here. Also, if you have any questions or concerns about the platform, don’t be afraid to ask us on WhatsApp Web on the website or via the app. We’ll be waiting!
WATI is powered by Clare.AI, the digital assistant start-up and online tool combining machine learning with natural language processing technology and trusted by Fortune 500 and multinational enterprises for creating award-winning customer conversational experiences.
Clare.AI is also the co-developer of Cigna’s WhatsApp chatbot that allows users to quickly find a doctor based on the doctor’s name, location, and specialty, as well as book an appointment.
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