We’ve moved a long way from customers only being able to communicate via email and phone. In fact, if that’s how you still work then you’re unintentionally creating a barrier: times have changed, and so have the ways people want to get in touch.
It’s safe to say that WhatsApp has become the dominant force. In November 2022, Statista published this astonishing statement: “Some 80 per ceant of respondents answered the question ‘Which instant messenger or video call services do you use regularly?’ with ‘WhatsApp’.”
So it isn’t so much a case of “be there or be square” as “be on WhatsApp or ignore your customers”.
3CX’s WhatsApp integration allows any team member to respond to a call
Singular customer view
If you’re already familiar with the 3CX Live Chat service, based around a free WordPress plugin, then the WhatsApp integration will need little introduction. Besides a live chat bubble, customers are offered their communication tool of choice: this can be a straightforward text-based chat, via integrated Facebook messages or a voice or video call (using the free WebRTC standard). And now they can also chat via WhatsApp.
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