{"id":12794,"date":"2022-01-18T16:54:38","date_gmt":"2022-01-18T15:54:38","guid":{"rendered":"https:\/\/icr-evolution.com\/?p=12794"},"modified":"2022-01-19T13:47:20","modified_gmt":"2022-01-19T12:47:20","slug":"why-use-whatsapp-or-telegram-for-customer-service","status":"publish","type":"post","link":"https:\/\/www.icr-evolution.com\/en\/blog\/why-use-whatsapp-or-telegram-for-customer-service\/","title":{"rendered":"Why use WhatsApp or Telegram for customer service in a contact center?"},"content":{"rendered":"

Why integrate Whatsapp or Telegram in a contact center?<\/strong> By now we are all clear about the importance of social media<\/a>, email and instant messaging apps. And we are not only talking on a personal level, but also on a professional level. More and more companies are integrating instant messaging apps to contact and meet customer needs. Either on their own initiative or because they did not want to get off the market, they integrate different instant messaging apps into their day-to-day activities to contact and satisfy the needs of customers.<\/p>\n

The world of contact centers is no stranger to this situation: in this sector, providing good customer service is much easier if your contact center software has a messaging app. An agile, direct, fluid service where First Contact Resolution is the norm.<\/strong> Today we want to talk about two of them: WhatsApp and Telegram<\/strong>. Different, each of them with its particularities, but with a very important result: improve customer satisfaction in your contact center. You want to know why? Keep reading!<\/p>\n

Contact center: why integrate messaging applications to improve the customer experience?<\/h2>\n

Gone are the days when the only channel between an agent and a user was a phone call. It is even possible to start imagining that scene with the typical sepia tone of old photos. Jokes aside, what is clear is that the new generations (especially the so-called Generation Z or Centennials<\/a>) cannot conceive of a world without the internet, apps or the well-known scroll down.<\/p>\n

Voice calls are losing strength to the benefit of new channels<\/strong> that, in terms of time and resources, are much cheaper. And the forecasts for this 2022? The number of users worldwide using messaging apps to communicate is expected to reach 3 billion.<\/strong><\/p>\n

Do you want another piece of information? According to a recent report by the American consulting firm Gartner<\/a>, by 2025, 80% of companies will have abandoned native or traditional mobile applications to switch to messaging apps for a very simple reason: better customer service management.<\/p>\n\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\"New\n\t\t<\/a>\n\t\t<\/span>\n\t\t