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The use of WhatsApp in connection with an IVR system aims to alleviate the pressure of voice-based contact centers, especially at peak times, to divert inquiries that don’t need the sole attention of an agent. Easy, straightforward questions can be easily deflected to WhatsApp to accelerate resolution rates.
Also known as call-to-messaging deflection, more brands deploy IVR deflection to WhatsApp Business to enhance customer support. This shift is increasing customer satisfaction rates and boosting operational efficiency, especially amongst digital natives.
ℹ️ Follow the messaging limits documentation above to understand how to graduate to higher tiers of 10K and 100K customers per day.