Conduct Customer Service via WhatsApp

Businesses can integrate YCloud's ChatBot and Inbox to allow multiple customer service teams to log into a unified backend, providing efficient customer consultation and post-sales service based on WhatsApp.

YCloud can help you categorize and respond to customer promptly, assigning different customer service teams (e.g., sales/custome service) to different customer needs; using Chatbot as the preferred response for service conversations, and then combining human customer service to address customer needs that ChatBot cannot handle.

Preparations Before Starting

1. Configure and Add Customer Service Accounts

Click to view detailed tutorial

Guidance:

Inbox > Settings > Agents > Add agent, enter the email of the customer service agent you want to invite, and click to send the invitation

1. Bottom left corner Account > Settings > Users and teams > Invite user, make sure to select the role as Service.

2. Enter the email address of the customer service agent you want to invite, and click to send the invitation.

2. Assign Conversations Received in WhatsApp Numbers to Customer Service Agents

• Guidance: WhatsApp accounts > Settings > Assignment

• Add customer service agents in Assignment.

• After setting up, messages received by the current WhatsApp number will be automatically assigned to the agents in sequence.

Configure Customer WhatsApp Access Points

Based on the possible use cases, consider where customers might want help and configure WhatsApp customer access points in these locations to guide customers in need of help to start a conversation via WhatsApp:

• Generate WhatsApp chat links/QR codes using YCloud Growth Tool, place them at help entry points in your App/website/landing pages

• Configure WhatsApp chat buttons through your Facebook page

Customer Service Configuration for Customer Inquiries via Inbox

Guidance: Inbox

Customer service agents receive customer inquiries in Inbox. When the agent has resolved the user's issue, they can click the "Close" button in the top right corner to end the conversation.

Enhance Service Efficiency via WhatsApp Chatbot (Optional)

Utilize YCloud's WhatsApp Chatbot to automatically receive customers 24/7, prevent message leakage, enhance communication efficiency, automatically capture customer information at a low cost in advance, mark truly valuable customers, and automatically add them to your database.

Click here to view the detailed Chatbot tutorial

The image below is an example of a Chatbot providing one-on-one customer service consultation.