Elly Yates-Roberts |
Solgari is launching a new WhatsApp integration for its Microsoft Dynamics 365 omnichannel communication solution. The new feature will enable Solgari customers to use WhatsApp as part of their customer service, sales, marketing and automated communication.
Solgari’s WhatsApp channel capability enables customers to use WhatsApp’s Business Solution inside Solgari Converse, the firm’s browser-based conversation tool.
“Solgari’s all-channel solution is designed to make it easy for customers to choose what channel they want to use, and we have now made WhatsApp available for customer service and conversations alongside all the other channels as a fully integrated solution,” said Vance Harris, chief technology officer at Solgari.
Agents can seamlessly switch between WhatsApp messaging and other channels including voice, chat, SMS, video and other third-party options.
“Our customers are increasingly selecting to engage with us across WhatsApp – on the move, wherever there are, via their mobile device,” said Alex Grant, the founder of Travel Curious. “Being able to integrate this channel into our existing communications estate from Solgari keeps us close to these customers, enables us to contact and communicate with them according to their preferences, and results in a better experience for both our customers and our agents. It’s a big part of future-proofing our contact centre operations, and we’re very happy with the results.”