INSTANT MESSAGING SOLUTION FOR CALL CENTERS
Boost your exchanges with instant messaging WhatsApp.
For call centers, customer relations departments and companies looking to improve their internal and external communications, our WhatsApp-based professional instant messaging is the ideal tool. This solution enables your teams to collaborate in real time, exchanging messages, sharing files and conducting audio and video chats with ease.
Your needs
Speed up your responses to customer requests with WhatsApp.
Our instant messaging solution offers an intuitive interface and a host of advanced features, such as communication channel creation, secure file sharing and integration with your contact center and CRM.
Improve turnaround time on customer queries
Handle short or uncomplicated questions and reduce the low value-added demands generated by inbound phone calls.
Easily keep your customers informed throughout their journey
Automate communication on important customer transactions (payment confirmation, delivery tracking, etc.).
Share information quickly with all your customers
Be more responsive and available than ever with an online solution that makes it easy to share documents, photos or videos with your customers.
Artificial Intelligence
Stand out from your competitors with our A.I. technology.
With digiCONTACTS, you benefit from a secure, fully customizable artificial intelligence solution. Simplify the management of your interactions while optimizing your productivity.
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100% customizable technology
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Solution hosted in France
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Fast, easy deployment
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I.A. available in 7 languages
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Growth gas pedal
Our Features
The key features of our WhatsApp instant messenger.
With its many features, our professional instant messaging service helps you improve both the quality of your responses and your productivity, throughout the customer journey.
Simultaneous agent connections
All agents will be able to connect at the same time from their workstations, simultaneously managing the flow of messages via WhatsApp, as well as incoming and outgoing calls, sms and emails.
Key Performance Indicators (KPI)
The real-time dashboard enables supervisors to monitor their agents' performance live. The data enables the supervisor to measure, control and improve call center activity.
Message personalization
With WhatsApp, you can set up personalized welcome messages, offers, invitations... 70% of consumers say they only interact with personalized messages.
Task automation
You'll be able to automatically perform and manage all communications via WhatsApp, such as sending and receiving instant documents with customers.
Integration with other solutions
WhatsApp is connected to our call center software and even your CRM. A more complete communication system that integrates all communication channels on a single platform.
Free for customers worldwide
Your customers won't have to pay anything to communicate with your company, even if they contact you from another country. Once a customer contacts you, the conversation remains open for 24 hours.
Your benefits
Optimize your message handling immediately with WhatsApp.
With our WhatsApp professional instant messaging solution , you can communicate quickly and easily with all your contacts.
Deployment
Deploy WhatsApp Business in your call center or enterprise.
Readership of messages sent by your agents is much higher on WhatsApp. In fact, the open rate is as high as 98%, thanks to a total absence of spam!
Users receive an immediate alert in the form of a notification as soon as a message is received. This is displayed much faster than an SMS or e-mail, guaranteeing optimum responsiveness.
Benefits
Enjoy the many benefits of WhatsApp.
Messages sent via WhatsApp are more engaging and personalized than e-mail or SMS. Customers feel more involved in your communication.
WhatsApp is also a cost-effective solution. Sending costs are significantly lower than for SMS, offering an excellent return on investment.
Omnichannel
Integrate WhatsApp into your omnichannel strategy.
The digiCONTACTS solution integrates WhatsApp to centralize all your customer interactions within a single, intuitive interface.
Thanks to the integration of WhatsApp with digiCONTACTS, you can quickly identify customer requests and respond with precision and responsiveness.
CRM connection
Deploy quickly our solution with your CRM!
Our professional instant messaging service is fast, completely secure and 100% customizable.
Easily connect your business or CRM application to one of 40 compatible applications and improve your customer relations for years to come!
Deploy our solution
In less than 24 hours, our solution is deployed in your department.
Connect your CRM
Connect your CRM or business applications quickly and easily.
Develop your results
Implement a winning customer relations strategy!
Our expertise
Measure the effectiveness of your communication with our solution!
With digiCONTACTS, take advantage of a high-performance, intuitive and 100% secure solution to facilitate the management of your interactions while improving your productivity.
Customers want immediate answers
More agent productivity
Reduced drop-out rates
Our Answers
Questions Frequently asked questions
Find out all the answers to your frequently asked questions on our professional instant messaging service!
Using instant messaging in a call center offers a number of strategic advantages for improving customer relationship management and optimizing internal communication. Here's why integrating this tool is beneficial:
1. increased responsiveness: instant messaging enables rapid response to customer requests, crucial for improving customer satisfaction and reducing waiting times. For example, WhatsApp Business offers a simple, responsive interface.
2. Communication flexibility: It offers a variety of features such as text exchanges, file sending, voice calls and videoconferencing, enriching customer interactions.
3. Easy tracking: conversations can be archived and retrieved easily, enabling consistent tracking of exchanges and better management of files. This enables employees to retrieve important information with just a few clicks.
4. Improved internal collaboration: This makes collaboration between agents and different departments more fluid, enabling information to be shared in real time. This is essential for effective, coordinated responses.
5 Integration with other tools: Most instant messaging platforms can be easily integrated with other systems used in call centers, such as CRM or project management tools.
6. Cost reduction: Compared with phone calls, instant messaging can significantly reduce communication costs, especially with international customers.
In short, professional instant messaging is an asset for call centers looking to optimize their operational efficiency and boost customer engagement.
Using professional instant messaging in a call center offers a number of advantages for improving productivity. Here's how to maximize its use:
1 Real-time communication: Enables teams to respond instantly to customer queries, reducing response times and increasing customer satisfaction.
2. Centralized exchanges: By integrating messaging functionalities, teams can centralize their communications on a single platform, avoiding loss of information and improving traceability of interactions.
3. Improved internal collaboration: Instant messaging facilitates the rapid sharing of information between colleagues, enabling faster problem resolution and better collaboration on projects.
4. Multimedia support: Sending files, links and multimedia content helps clarify communications and provide more complete and informative responses to customers.
5. Reduced interruptions: Unlike phone calls, instant messaging allows agents to manage several conversations at once without interrupting their main workflow, optimizing time and efficiency.
6. Archiving and easy access to conversation logs: Conversation logs are easily accessible, enabling better analysis of past interactions and ongoing training based on real-life examples.
By wisely integrating instant messaging into day-to-day operations, contact centers can not only increase productivity, but also deliver an enhanced customer experience.
Integrating professional instant messaging with a contact center solution offers substantial advantages that facilitate fast, direct communication, essential in a dynamic, customer-focused environment. Here are the main benefits:
1 Immediate response: Instant messaging enables real-time communication, which is crucial for responding quickly to customer queries, improving satisfaction and loyalty.
2. Increased efficiency: It enables agents to manage several conversations simultaneously, increasing their efficiency and reducing waiting time for customers. This makes staff work more fluidly and optimizes the management of requests.
3. Reduced costs: Compared with telephone calls, instant messaging can reduce operational costs, as it requires fewer human resources to manage a high volume of requests.
4. Easy tracking: Conversations can be easily archived and retrieved, which is useful for tracking customer interactions and training agents. It also facilitates data analysis for service improvement.
5. Flexibility: Instant messaging supports the sending of text, images, videos and documents, enriching customer interactions and providing more comprehensive support.
6. integration with other tools: it can be easily integrated with other CRM platforms and tools, such as Zoho or Ryver, providing a comprehensive view of customer interaction and better data management.
7. Accessibility: Accessible from mobile devices or workstations, professional instant messaging ensures the team stays connected and responsive, wherever they are.
The adoption of professional instant messaging in call centers is therefore a strategic lever for optimizing operations, improving the customer experience and boosting support team performance. Contact us to find out more about how our solution can transform your call center.
Professional instant messaging systems, essential in today's call centers, feature several key functions that optimize internal communication and customer service:
1. real-time messaging: enables instant exchange of text, image and video messages, ensuring rapid response to customers and smooth collaboration between colleagues.
2. multimedia integration: supports the sending of files, links and media, making it easy to share complete and accurate information during conversations.
3. Group and private discussions: Create channels for specific teams or projects, as well as private conversations for confidential discussions.
4. Customizable notifications and alerts: Ensure that users don't miss any important messages with customizable notifications for better priority management.
5. Accessible conversation history: Users can search and view message history to retrieve information effortlessly, which is vital for tracking customer interactions.
6. Audio and video calling: Integrates calling features for quick meetings or clarifications, eliminating the need for third-party software and making teleworking a breeze.
7. Cross-platform compatibility: Works on a variety of devices, including smartphones, tablets and computers, ensuring full accessibility wherever you work, whether in the office or at home.
8. Security and compliance: Provides end-to-end encryption and compliance standards to protect exchanged data, guaranteeing the confidentiality of internal communications.
These features make professional instant messaging indispensable for call centers, improving not only internal communication but also customer service efficiency and satisfaction.
Integrating professional instant messaging with an existing customer relationship management (CRM) system is not only possible, it's also highly advantageous. This integration enables smoother, more centralized communication, essential for call centers and customer service teams.
Integrating instant messaging into your CRM enriches customer profiles with real-time interactions, offering immediate access to conversation history. This helps personalize support and respond more precisely to customer needs. What's more, it automates data entry, reducing manual errors and freeing up time for higher value-added tasks.
Key features such as push notifications, conversation tags and chat transfer facilitate workflow management and improve responsiveness. Automation also enables actions to be triggered in CRM based on keywords or phrases used during chats, optimizing sales and support processes.
By integrating professional instant messaging with your CRM, you not only increase operational efficiency but also customer satisfaction, by creating a consistent, connected user experience.
Integrating professional instant messaging with an existing customer relationship management (CRM) system is not only possible, it's also highly advantageous. This integration enables smoother, more centralized communication, which is essential for call centers and customer service teams.
Integrating a professional instant messaging solution into an omnichannel strategy enables your company to centralize communications and deliver a smooth, consistent customer experience across all channels. Here's how you can optimize this integration:
1. Unifying contact points: Professional instant messaging integrates easily with other platforms such as social networks, email and customer relationship management (CRM) systems. This enables all customer interactions to be managed in one place, ensuring a rapid, personalized response.
2. Automated responses: Use intelligent bots to respond instantly to frequently asked questions. This frees up your agents for more complex tasks, while guaranteeing ongoing support.
3. Real-time tracking: Instant messaging offers tracking and analysis tools that help you understand customer behavior and adjust your strategies accordingly.
4. Easier internal collaboration: Group chat and file sharing features enable better collaboration between teams, which is essential for delivering unified, efficient customer service.
5. Security and compliance: Make sure the solution you choose complies with the security standards and privacy regulations essential to protecting your customers' data.
By integrating professional instant messaging with an omnichannel solution, you can not only improve the efficiency of your customer service, but also increase customer satisfaction and loyalty.
Key features such as push notifications, conversation tags and chat transfer facilitate workflow management and improve responsiveness. Automation also enables actions to be triggered in CRM based on keywords or phrases used during chats, optimizing sales and support processes.
By integrating professional instant messaging with your CRM, you not only increase operational efficiency but also customer satisfaction, by creating a consistent, connected user experience.
Free demonstration
Improve call center performance today!
We guarantee tailor-made support for your BtoB and BtoC customer development, satisfaction and win-over strategies. Transparency and responsiveness guaranteed!
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No obligation
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From 1 station
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Installation in less than 24 hours
