ITX Integration with WhatsApp
Description
With WhatsApp integrated into ITX, you can handle customer communication from one of the world’s most widely used messaging channels directly within the contact center. WhatsApp becomes a natural part of ITX, just like chat, social media, and other communication channels.
Benefits for the Business
This integration makes it possible to engage with customers where they already are, while consolidating all interactions on the customer profile. This provides a better overview, more efficient follow-up, and a more personalized customer experience.
This provides tangible value:
- Improved accessibility through the customer’s preferred channel
- Faster response times and more effective customer communication
- A single, consolidated customer history across all channels
- More personalized follow-up based on previous conversations
- Less manual work involved in looking up and identifying items
Contact Us
Proactive follow-up with "support triggers"
This integration makes it possible to take a proactive approach to customer satisfaction:
- A notification is sent automatically when a customer gives a 1- or 2-star rating
- Customer service can follow up immediately
- Allows you to resolve the problem before it escalates
How does the integration work?
When a customer contacts us via WhatsApp:
- The inquiry is received by ITX as a chat message
- The call is automatically routed to the correct customer profile based on the phone number
- Previous dialog appears if the customer is already in the system
- If the customer is new, a new customer profile can be created
This provides a seamless experience where all communication is centralized and easily accessible.
Features
- Two-way chat via WhatsApp
- WhatsApp as a separate channel in ITX (on par with social media/chat)
- Automatic linking to a customer profile based on a phone number
- Creating a New Customer with an Unknown Number
- Compilation of dialog on the customer card
- Clear display of the channel in the agent interface
- Interaction with other channels (e.g., pausing social media during a phone call)
- Support for Queue Management and Channel Prioritization
| Category | What You Get |
|---|---|
|
Customer Data |
Complete overview of the customer, including contact information, history, and credit status |
|
Order |
View status, items, and tracking information while speaking with the customer |
|
Invoice |
Open, send, and follow up on invoices without switching systems |
|
Logistics |
Track shipments and view inventory status and backorders |
|
Follow-up |
Manage quotes, returns, and customer communication all in one place |
|
Synchronization |
Automatic synchronization between ITX and Multicase |
|
Insight |
Real-time KPIs provide an overview of customer activity |