Innovate and reduce customer service costs

Posted by indigitall on Feb 18, 2020 1:02:03 PM

Get ahead of your competitors while you are saving resources


More than one billion people in more than 180 countries use WhatsApp, this has turned WhatsApp Business into the new communication channel, which allows large companies to innovate and at the same time reduce their customer service costs.

Currently, indigitall is the leading company that offers this innovative solution included in its “marketing automation” platform in SaaS model. Indigitall has just launched this service for the Atlético de Madrid football club in Spain. The goal is to provide all followers and members with access to useful club information through a virtual assistant.




The user just has to add the number 690 37 27 69 to their phone book, and send a message to start interacting with the club's WhatsApp assistant.

This service can be integrated quickly, offering an innovative solution for companies from different sectors, for example: Banking, Insurance, Utilities, Retail, etc., having many use cases, based on the most common questions to the call centre:

Where is the nearest office?

What are the working hours of this office?

Can I change my password?

What is the status of my order?

And answer any question asked by the user, being able to consult real-time data of CRM, ERP, etc.

What messages can be sent?

Text responses with emoji can be sent via WhatsApp, including images, video, audio, etc. all automatically and easily, always in response to a client's question or request. In the case of being required by the end user, the conversation can also be referred to a call centre agent.

What types of messages are accepted by this new channel?

Advertising, marketing or promotional messages are not allowed, unless authorized by WhatsApp in writing. You cannot create games on WhatsApp, that is, any interactive program for one or more players that implies skill, competition or probability.

What is the cost of the service for the end user?

The service is free for the end user, it does not require installing any special application, since it is integrated directly into WhatsApp with a verified company account, guaranteeing security and confidentiality.

What infrastructure requires the launch of this new channel?

All the necessary infrastructure of servers and databases, provides indigitall in a safe and scalable way. The company can launch this service in a few weeks, once the conversation flows with the client are defined. Currently, the WhatsApp service allows thousands of simultaneous conversations to be held per minute, which considerably reduces customer service costs both during peak hours and in the valley, and providing an innovative channel used by the vast majority of customers.

Do messages sent to customers represent a cost to the company?

All messages sent in a 24-hour window since the end user started or had the last conversation with the company, have no cost to the company by WhatsApp. After 24 hours, any communication that the company wants to make to the final customer has a cost for the company (official WhatsApp prices depending on the country) and only template messages previously approved by WhatsApp can be sent. The use of these templates is only mandatory, once the 24 hours have elapsed since the last conversation with the final customer.

Can I get in touch with any end user after 24 hours have passed since the user contacted me?

You can only contact people through WhatsApp if (1) they provided your name and cell phone number, and (2) they accepted that you contact them through WhatsApp. Providing the relevant notices and obtaining the appropriate consent of the users is the sole responsibility of the company. This acceptance of permits can be made easily from the company's website, or from any other channel that allows obtaining consent for the reception of messages by the end user.

Can the virtual assistant be configured to our liking?

The chatbot that provides indigitall and manages WhatsApp responses is able to understand natural language, and provides infrastructure to recreate conversations and build dialogues in order to interact with the user in a fluid manner.

What time is the service available?

This service is available 24*7, 365 days a year, being able to schedule what, at certain times and days, the conversations that the virtual assistant cannot solve, are directed to personal call centre managers who can manage up to a limit of 6 conversations in parallel by manager.

Can I launch the service in several languages?

This service is available in several languages, for example: the Atlético de Madrid football club has launched the service in Spanish and English.

What analytics or usage data can I get from this service?

Indigitall offers a very complete analysis from its control panel, being able to know the number of users with active conversations, number of daily conversations, sessions per minute, etc. all this information is owned by the company that hires the service and can be integrated into your dashboard and / or CRM.

How does GDPR affect?

The company is responsible for complying with applicable law, including maintaining a Privacy Policy and guaranteeing obtaining all necessary permits and consents to collect, store and use content and information from other people with whom it communicates on WhatsApp.

Juan Carlos de la Vela, CEO and co-founder of indigitall has indicated: "It is a new milestone to launch this new communication channel and continue innovating, we appreciate the trust placed by our customers." indigitall offers its platform in SaaS model in more than 10 countries, allowing its clients to send rich media, segmented, personalized and automated communications (via API) through the mobile and web applications of our clients and now through WhatsApp.

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Topics: WhatsApp Business

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