3 Modi per Offrire un Supporto Clienti Efficiente con WhatsApp
Uccello
10 mar 2022
1 min read
Conclusioni principali
Fast-growing companies often struggle with rising support volumes, higher call center costs, and agent burnout. WhatsApp provides a scalable, efficient alternative to phone-based support.
Messaging channels allow agents to handle 4–5 conversations at once, reducing cost per contact and improving customer satisfaction.
Call deflection from voice to WhatsApp lowers operational costs and shortens wait times—one global electronics brand deflected 25% of all inbound calls to WhatsApp.
Automated ticket routing helps teams manage high support volumes by directing inquiries to the right agent based on language, sentiment, geography, or message content.
Guzman y Gomez used NLP-powered routing to distinguish urgent vs. standard issues and distribute them to the correct managers, enabling them to handle a 10× surge in messages.
FAQ chatbots on WhatsApp handle repetitive, routine questions to reduce agent workload and accelerate resolution times.
Aramex implemented a WhatsApp chatbot to answer common questions, achieving 2.7 chats per one phone call and nearly tripling productivity.
Automation frees agents to focus on complex issues and high-value customers while improving response speed for all users.
Bird Flow Builder makes it easy to set up call deflection, routing logic, NLP classifiers, chatbots, and fallback channels without heavy engineering.
WhatsApp offers a convenient, familiar user experience that increases response rates and reduces friction for customers.
Messaging-based support reduces costs, boosts agent morale, and improves the overall customer experience.
Flow Builder, Inbox, and Bird’s preferred WhatsApp partnership provide a complete automation stack for scalable customer support.
Q&A Highlights
What are the main challenges fast-growing companies face in customer support?
Rising inquiry volumes, high call center costs, slow resolution times, and overwhelmed agents.
Why is WhatsApp a more efficient support channel than voice calls?
Agents can manage 4–5 chats at once, reducing cost per contact and improving customer wait times.
How does call deflection to WhatsApp work?
Customers waiting on hold are offered the option to switch the conversation to WhatsApp, where the interaction continues asynchronously.
What impact did call deflection have for the electronics manufacturer mentioned?
They successfully shifted 25% of inbound support calls to WhatsApp.
What makes automated ticket routing valuable?
It ensures inquiries reach the right agent faster, based on attributes like language, sentiment, geography, or topic.
How did Guzman y Gomez manage a 10× increase in customer messages?
They used NLP-powered routing through Flow Builder to triage messages and escalate urgent cases to the right managers instantly.
What problem do repetitive questions create for support agents?
They consume too much time, feel mundane, and prevent agents from focusing on complex, high-value issues.
What does a WhatsApp FAQ chatbot do?
It automatically answers common questions like store hours, returns, delivery tracking, or order status.
What results did Aramex achieve with its WhatsApp chatbot?
They handled 2.7 chats per one phone call—nearly 3× productivity—and freed agents to focus on complex tickets.
How does automation improve customer experience?
It accelerates response times, ensures inquiries go to the right person, and reduces friction during support interactions.
How does WhatsApp help reduce support costs?
Messaging scales better than voice: multiple concurrent chats per agent, fewer calls, and less staffing needed.
What tools from Bird help implement WhatsApp automation?
Flow Builder for automation and NLP, Inbox for agent workflows, and official WhatsApp integration for reliable delivery.
Le sfide affrontate dai team di assistenza clienti nelle aziende in rapida crescita sono complesse.
L'accelerazione della crescita porta a un entusiasmante aumento dei clienti, ma significa anche un inevitabile sovraccarico di richieste di supporto clienti. Tuttavia, i team di supporto possono bilanciare l'efficienza offrendo un'esperienza cliente che soddisfi le crescenti aspettative dei clienti, continuando a garantire di non superare il budget o esaurire gli agenti di supporto.
La chiave è l'automazione del servizio clienti con gli strumenti e i processi giusti. Le aziende moderne stanno anche scoprendo che un'automazione di marketing efficace richiede di andare oltre i messaggi unidirezionali per creare vere esperienze conversazionali con i clienti.
Tre soluzioni per migliorare il tuo supporto clienti con WhatsApp
Abbiamo identificato tre problemi che potresti affrontare — e offriamo soluzioni facili da implementare per ciascuno, utilizzando WhatsApp insieme a Bird’s Flow Builder e Inbox.
Queste soluzioni consentono alla tua azienda di stabilire l'automazione del servizio clienti su WhatsApp per accelerare i tempi di risoluzione dei ticket, aumentare la produttività degli agenti e ridurre i costi di supporto su larga scala.
Sfida #1: Crescenti costi del call center
Solution: Deviate le costose chiamate vocali su WhatsApp messaging
Call deflection allows a customer on-hold over the phone to continue a conversation on messaging apps, like WhatsApp. To maximize the effectiveness of WhatsApp communications, implement fallback channels like SMS or voice to ensure customers always receive your messages. Conversations held over messaging apps are more cost-efficient than phone calls and provide a better experience for customers.
Research finds that agents can handle 4-5 customer conversations concurrently, and implementing chat can lead to a 6.8% decrease in average cost per customer contact.
When our large electronics manufacturer implemented call deflection with MessageBird, they were able to deflect 25% of their inbound customer support phone calls to WhatsApp.
Challenge #2: Instradamento e assegnazione complessi dei ticket
Il tuo team di supporto potrebbe essere stato in grado di fare affidamento su processi manuali per ordinare, dare priorità e assegnare i ticket agli agenti quando i volumi delle richieste erano più bassi.
Ma man mano che la tua attività si espande geograficamente o offre linee di prodotti con esperti specializzati, gli agenti richiedono assistenza automatizzata per gestire correttamente e rispondere rapidamente a un volume crescente di ticket.
Il ristorante messicano, Guzman y Gomez, ha visto i loro ordini di asporto online salire alle stelle durante i primi giorni della pandemia. Dovevano capire come instradare un incremento di 10 volte nei messaggi dei clienti.
Soluzione: instrada automaticamente i ticket al giusto agente su WhatsApp
Automated ticket routing based on key characteristics like language, sentiment, geography, and more can help get tickets to the right agent faster. With Bird Flow Builder, you can set up rules to detect and ‘tag’ certain attributes when a message or ticket comes in. You can then use these ‘tags’ to assign the ticket to the right queue.
Detect message content, language, and more in order to send customer inquiries to the right agent.
Guzman y Gomez leveraged a support ticket routing flow to triage incoming messages on WhatsApp.
Using natural language processing (NLP) built into Flow Builder, Guzman y Gomez was able to differentiate between emergencies and run-of-the-mill complaints. High-priority messages were escalated to the general manager, the head of operations, and the manager of that specific store.
With automated routing, Guzman y Gomez’s lean workforce was able to efficiently handle the 10x increase in customer chats without missing any high-priority messages.
Challenge #3: Troppe domande (e risposte!) ripetitive
Gli agenti dal vivo spesso vedono chat in arrivo simili per natura.
“Dov'è il mio ordine?”
“Quali sono i vostri orari di lavoro?”
“Qual è la posizione del negozio più vicino?”
“Posso restituire il mio pacco?”
Questi sono solo alcuni esempi, ma il punto è che i tuoi agenti dal vivo devono spesso dedicare troppo tempo a rispondere a domande frequenti.
Per Aramex, un fornitore leader di logistica in Australia e Nuova Zelanda, la maggior parte delle domande dei clienti riguardavano il tracciamento, la programmazione o la riprogrammazione delle consegne. Sebbene questi fossero facili da gestire per gli agenti, spesso comportavano diverse comunicazioni avanti e indietro, che occupavano troppo tempo agli agenti.
È non scalabile e costoso per le aziende avere agenti che completano costantemente compiti di routine—oltre a far sentire il lavoro degli agenti monotono.
Soluzione: Distribuire un chatbot FAQ su WhatsApp
Easily build an AI-powered chatbot to allow your customers to answer common questions themselves. This not only keeps your customer happier by letting them get answers to their questions faster, it also enables your business to lighten the load on live support teams.
Aramex implemented a chatbot on WhatsApp to answer common support inquiries, freeing up its agents from routine tickets. The chatbot allowed Aramex to manage 2.7 chats per one phone call, increasing their productivity by almost 3x. Plus, by deflecting the frequently-asked inquiries, its agents were able to more effectively support more complex tickets and high-priority customers.
Inizia a offrire un supporto clienti migliore e più efficiente con Bird
Il Flow Builder di Bird, Inbox e la partnership preferita con WhatsApp consentono alla tua azienda di scalare rapidamente e ottimizzare il supporto clienti. Queste tre soluzioni sono solo la punta dell'iceberg!
Sei pronto a potenziare il morale del tuo team di supporto, impressionare i clienti e risparmiare sui costi? Contattaci oggi stesso! Non vediamo l'ora di aiutarti a iniziare.
