How to Improve Customer Service through Call Deflection to Whatsapp Chatbots

Interactive Voice Response (IVR) systems have been a popular customer service solution for businesses for decades. These systems allow customers to navigate through a series of pre-recorded menu options in order to reach the appropriate department or agent. Think of the pre-recorded menu options you get when you call Safaricom, Zuku, or JTL Faiba.

As technology evolves and customer behavior changes, businesses are now looking for new ways to improve the customer experience and reduce costs. One solution that has gained popularity in recent years is the use of a WhatsApp chatbot to deflect IVR calls.

WhatsApp is a messaging app that allows users to send text, voice, and video messages, as well as make voice and video calls. With over 2 billion monthly active users, it has become one of the most popular messaging apps in the world. This makes it an attractive option for businesses looking to reach their customers on a platform that they are already using.

A WhatsApp chatbot is a computer program that uses artificial intelligence to simulate human conversation. It can be used to answer common questions, provide information, and even complete transactions. This allows businesses to provide quick and efficient customer service without the need for human agents.

By using a WhatsApp chatbot to deflect IVR calls, businesses can reduce costs and improve the customer experience. The chatbot can handle common inquiries, such as hours of operation, location, and product information. This frees up human agents to handle more complex or sensitive issues. Additionally, the chatbot is available 24/7, so customers can get the information they need at any time.

One of the major benefits of using a WhatsApp chatbot to deflect IVR calls is that it allows customers to have a more personalized and engaging experience. The chatbot can use the customer’s name and previous interactions to create a more human-like conversation. It can also provide customers with links and images to help them find the information they need. This can lead to increased customer satisfaction and loyalty.

Another benefit of using a WhatsApp chatbot to deflect IVR calls is that it can provide businesses with valuable insights and data. The chatbot can track customer interactions, providing businesses with information on what customers are asking about and what issues they are facing. This data can be used to improve products, services, and customer service strategies.

In conclusion, using a WhatsApp chatbot to deflect IVR calls is an innovative solution that can help businesses reduce costs and improve the customer experience. It allows customers to get the information they need quickly and easily, while also providing businesses with valuable data. As technology continues to evolve and customer behavior changes, businesses should consider implementing this solution to stay ahead of the competition and provide the best possible service to their customers.