This year, WhatsApp first provided its messenger’s API, enabling the connection of this popular channel with corporate client servicing systems.
Although it was also allowed previously to use WhatsApp Messenger for business purposes, the connection of automated systems was not available, i.e. WhatsApp only allowed personal communication of an employee with a customer via its standard application.
Now it is possible to connect business systems and the WhatsApp channel: the technical possibilities are there, the rules have been defined. Now the critical barrier has been eliminated, and the new opportunities have radically changed the perception of tools and means for customer communication.
WhatsApp now integrates seamlessly with contact center systems, enabling every conceivable automation, including robotic chat bots.
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