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Ameyo and Exotel Announce Merger

WhatsApp Enabled Customer Service Solution

Onboard, Engage, and Notify Customers using Ameyo’s WhatsApp Customer Support Solution
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Make WhatsApp your Customer Engagement Platform

Modernize your Customer Service with WhatsApp Business API to reach 2 billion people globally. WhatsApp, the most preferred channel by the millennials has made it easier for businesses to connect with their customers without delay. The open rate for WhatsApp is around 70% which gives businesses a chance to deliver exceptional customer service while increasing the CSAT score.

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Two-Way Communication

Route each chat interaction to the best-suited agent and deliver a superior customer experience using WhatsApp for customer service. Engage with customers on their preferred platform proactively to send order updates, flight ticket details, booking confirmations after receiving an opt-in from the customers.

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Plug and Play Platform

Ameyo’s WhatsApp for Customer Service is the right tool for you. You can easily go live with your WhatsApp messaging platform without involving your tech team. It’s an easy to deploy channel that is integrated with your existing customer service platform. It is supported on Android, iOS, and Windows, allowing end-users (using different devices) to initiate the chat with customer support agents.

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Rich Media Support

Send media messages that the customers are waiting for. WhatsApp for Customer Support Solution allows you to send a text message, invoice PDF, account statements, shipping details, videos, GIFs, live location, etc., to enrich the customer experience. Do away with conventional business emails of monthly account statements, you can send the statement on WhatsApp along with other text messages.

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WhatsApp Based Ticketing

Automatically create support tickets on WhatsApp with Omnichannel Ticketing whenever a customer reaches your platform. These tickets are auto-routed to the agents along with the customer details like interaction history and open tickets. Agents can easily access these tickets in their unified agent interface without having to toggle between multiple tabs.

A new ticket is created when the customer initiates a conversation through Google’s Business Messages. This ticket can be further handled by a bot or agent and if the query is resolved instantly, it will be closed as a Lite Ticket. If the customer query remains unresolved, the automatically generated ticket will be routed to the right department or agent according to the predefined routing algorithm.

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The Bot of your Choice

Solve 80% of your first-level customer queries without involving your agents. Bring your own bot (BYOB) or integrate with Ameyo’s Bot and follow up with your customers with intent-based conversational AI. Scale self-service on WhatsApp with minimum costs involved. The bot can have three different types of chat interactions:

  • The bot can initiate the interaction with the customer and transfer it to a live agent
  • Bot can handle first-level queries completely without any human intervention
  • An option to transfer the chat to the live agent directly without any intervention of the bot
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    Analyze WhatsApp Engagement

    Track outbound notifications and chat trends to identify the reason for failure with extensive channel-specific reports. With Whatsapp for customer service solution supervisors can draw a pattern through these reports and measure the effectiveness of each message template.

    Supervisors can keep a check on interactions that are answered in 24-48 hours. They can strategize their resource allocation to avoid SLA breaches and maximize their agents’ productivity.

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    Seamless Integrations

    Easily integrate WhatsApp customer service channel with a third-party or in-house CRM application to never miss on any information. Provide personalized experience to each customer while ensuring that all the data is automatically mapped in the CRM and it’s easy to monitor all WhatsApp interactions.

    Easily transfer the chat to another user or campaign, dispose the chat while adding notes for future reference, transfer chat history, which includes customer information, to preserve the context of each interaction. All this while allowing the supervisor to monitor chat sessions, active agents on the queue, and campaign in real-time.

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    Create Easy to Use Templates

    While communicating with customers, make it easy for chat agents to respond faster with pre-defined templates (that are created according to WhatsApp guidelines). Increase your agents’ productivity by reducing the average handling time for each query with predefined templates in the following format:

  • Text templates
  • Video templates
  • Image templates
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    Experienced and Trusted by 2000+ Customers worldwide

    FAQ's

    Yes, Whatsapp Customer Service solution ensures your Agents and customers have seamless two way customer interactions on your configured whatsapp number

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    As per the WhatsApp Business API,there is a  limit on the number of users you can send non-promotional notifications. However, from a chat point of view one Agent can chat with 5 customers simultaneously.

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    Yes, we do support location, images, video recordings, text and links that can be shared to via Whasapp chat

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