19 June 2020

Clickatell Announces Automated FAQ Response Solution on WhatsApp for Businesses Experiencing High Call Volumes

Cost-effective contact center automation solution helps businesses improve customer experience

REDWOOD CITY, Calif., May 7, 2020 — In response to the COVID-19 crisis, Clickatell, a global leader in mobile communications and chat commerce platforms, today announced a swift to implement and cost-effective response solution for businesses’ contact centers to deliver an enhanced customer experience. Clickatell’s announcement of its new Automated FAQ Response solution comes as contact center operations struggle with maintaining consistent customer experience amidst support agents working remotely, consumer anxiety, lockdowns and social distancing measures.

“Businesses are experiencing ever higher customer queries, while also having to decentralize their contact center operations with thousands of frontline agents having to work from home. Some businesses are contending with less staff and even shutting some contact centers down, making customer service challenges a critical area of need,” explained Jeppe Dorff, Clickatell Chief Product and Technology Officer.

Clickatell’s new Automated FAQ Response solution, integrated with Clickatell’s cloud-based workflow automation software, enables enterprises to automate responses and provide immediate answers to customers’ most frequently asked questions in WhatsApp – improving customer experience and reducing operating costs.

The cloud-based solution integrates into existing contact center interactive voice response (IVR) systems with minimal configuration changes. It includes Clickatell’s Flow, a visual workflow editor, to manage the questions and responses. Clickatell enables this with a FAQ bot that gives customers instant answers to questions on WhatsApp. Businesses will be able to significantly reduce their contact center congestion.

In addition to the solution for WhatsApp, businesses can also send out timely emergency text notifications through SMS using Clickatell’s Campaign Manager, a free, no-code communication platform. Campaign Manager makes SMS messages and campaigns simple to launch in minutes for time-critical alerts and notifications at scale.

“Our purpose at Clickatell is creating a better world through technology, and we have seen this amplified during several crises over our 20 years of leadership in mobile technology. We now find ourselves amidst a global public health crisis, and we’re here to help our customers reach their audience through fast, reliable communications and digital commerce platforms,” said Jeppe Dorff.

Clickatell recognizes businesses’ need to be responsive to customers in online and mobile channels is crucial during these extraordinary times. To help businesses get started, Clickatell is providing businesses a special offer that removes set-up fees and waives three months of software platform usage fees.

For details regarding our new contact center special offer, please visit our Automated FAQ Response page here.

About Clickatell

Todays’ consumers spend more time on chat like text, Instagram, Facebook Messenger, and WhatsApp than apps, and they expect a high degree of convenience in the way brands serve them. Clickatell makes it possible for brands and consumers to engage and transact via mobile chat and digital channels with industry-leading communications commerce platforms and solutions. With offices in San Francisco, Toronto, Cape Town, and Lagos, Clickatell serves more than 15,000 global brands, ranging from Fortune 500 organizations to well-known consumer brands and small businesses in over 220 countries worldwide.

Clickatell in the media

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