10 benefits of customer service on WhatsApp Business

In the face of the uncertainty surrounding COVID-19, we’re making contingency plans, and we know you’re probably doing the same. We’ve put together a list of ideas and product features to keep your team working at peak efficiency. Best of all, most of these tools are already included in your subscription customer service .

Improve collaboration
Remote work can make collaboration difficult, but customer experience doesn’t have to suffer.

Read our article on best practices for effective

Visit the App Marketplace to integrate your company’s collaboration tools into Zendesk. The Collaboration add-on makes it easy to include other teams on tickets (via Slack and email).
Productivity tracking
Zendesk Explore lets you track and analyze agent productivity in depth, so you can provide the best support possible  hong kong telegram data even when they’re working remotely.

Read our easy-to-follow “recipes” for creating custom reports.
Use the free Time Tracking app to keep track of how much time agents spend on each ticket. Track their work and identify where you can make changes in the process to improve response times.
Talk’s live monitor  email marketing How to improve your newsletter’s ctr with a/b testing (practical case) allows you to track calls and dig deeper into agent statistics. Admin tools allow managers to listen to calls, participate in them, and provide help. Read our best practices for monitoring Talk.
Chat also has a live monitor for tracking chats. You can read an article about Chat best practices here.

Check out this self-improvement article to increase agent productivity.
Manage large volumes of tickets
Customers also want to help themselves (67% of customers prefer self-service).
It’s important to offer them robust support tools that they have access to 24/7.

Make sure your Help Center is up to date

and that the content reflects the questions you receive. Create an Explore report to analyze tickets resolved with a single intervention and create content.
Use the Content Clues feature to identify gaps in your Help Center.
Answer Bot can automatically  america email list suggest content to customers before and after they submit a ticket, so you can have zero-touch tickets (those that don’t require agent involvement).
Provides omnichannel support
Customers increasingly expect to be able to choose which channel they use to communicate with you. Regardless of the channel they use, your agents will have access to context from previous

Use Talk or Talk Partner Edition to take calls in Zendesk and create tickets (with call recording and quality control options). See Talk network requirements here .
Live chat is a more efficient channel than the phone, and it allows your agents to serve more customers at the same time.
WhatsApp is a growing channel, widely used by customers and agents. Customer response time expectations are lower for WhatsApp than for chat, which provides more flexibility and takes pressure off the agent.