WhatsApp has become one of the primary communication tools between companies and customers. With over 2 billion active users worldwide, its popularity makes it indispensable for businesses that want to offer fast and personalized service.
However, many entrepreneurs face the challenge of managing WhatsApp support with a team of operators using the same number.
In this article, we will explore how it is possible to use WhatsApp with multiple operators on the same number, ensuring organization, speed, and a positive customer experience.
In addition, we will look at technological solutions that facilitate this process and how Nexloo can be the best option for your company.
Why Use WhatsApp with Multiple Operators?
Centralizing customer service on a single WhatsApp number offers numerous advantages for companies across various sectors. Here are the main reasons why this strategy is essential:
Uniformity in Service
By centralizing contact on a single number, customers experience a more consistent and professional service. There is no need to remember multiple numbers, and the brand identity is strengthened by having a single point of contact.
Resource Optimization
With multiple operators using the same number, companies can distribute inquiries more efficiently, thereby reducing waiting times and increasing customer satisfaction.
Reduction in Communication Errors
Centralization also makes it easier to monitor sent and received messages, ensuring that all operators follow the same communication standards.
Companies such as Magazine Luiza and iFood have already adopted robust solutions for WhatsApp support, resulting in increased efficiency and high-level customer support.
How Does the WhatsApp Business API Work?
One of the main ways to enable the use of WhatsApp with multiple operators is through the WhatsApp Business API. This solution, aimed at medium and large companies, allows the integration of WhatsApp with support platforms such as CRMs and automation systems.
What Is the WhatsApp Business API?
Unlike the WhatsApp Business app, which is limited to one device at a time, the WhatsApp Business API allows multiple operators to access the same number simultaneously. It works as a programming interface that connects to the company’s support system.
Advantages of the WhatsApp Business API
- Scalability: Ideal for companies with high message volumes.
- Automation: Possibility to create chatbots for frequently asked questions.
- Advanced Reporting: Detailed monitoring of support performance.
Examples of Use
Companies such as Rappi and Nubank have implemented the WhatsApp Business API to manage large volumes of messages, thereby improving their operational efficiency and reducing response times.
Tools to Manage Multiple Operators on WhatsApp
Using the WhatsApp Business API should be combined with specific tools that help manage multiple operators. Here are some popular solutions:
Integrated Support Platforms
Platforms such as Zenvia, Take Blip, and Nexloo offer advanced functionalities to manage conversations, create support queues, and automate workflows.
Message Monitoring
Integrated tools allow managers to monitor all conversations in real time, ensuring that no message goes unanswered.
Intelligent Request Distribution
These platforms use algorithms to distribute messages among operators based on their capacity and workload.
Best Practices for WhatsApp Support
To ensure effective WhatsApp support, it is essential to follow some best practices:
Team Training
Ensure that all operators are trained in using the available tools and adhere to the brand’s tone. This helps maintain consistent and high-quality communication.
Use of Pre-Defined Responses
Pre-set or quick responses can be used for frequently asked questions, saving time and improving efficiency.
Continuous Monitoring
Regularly analyze performance reports and customer feedback to identify areas for improvement.
Personalization of Support
Despite automation, it is important to maintain a human touch in customer support. Addressing customers by name and providing personalized responses are key differentiators.
Companies such as Netshoes are examples of how personalization and efficiency in WhatsApp support can enhance customer loyalty.
Nexloo: The Best Solution to Manage WhatsApp
Nexloo is one of the market leaders in WhatsApp solutions with multiple operators. Its platform is designed to meet the needs of companies of all sizes and offers:
- Comprehensive Integration: With Nexloo, it is possible to integrate WhatsApp with your CRM system, automate workflows, and manage all interactions in one place.
- Intuitive Dashboard: Nexloo’s dashboard is user-friendly and allows real-time tracking of all messages, including automatic distribution of requests among operators.
- Support and Training: Nexloo provides dedicated support and personalized training to ensure that your team makes the most of the platform.
Success Stories
Several companies, such as Estrela Presentes and Rede Farma, have improved their operational efficiency and customer satisfaction through Nexloo’s solutions.
Conclusion
Using WhatsApp with multiple operators on the same number is an essential strategy for companies looking to improve their customer service and optimize their processes.
With the WhatsApp Business API and platforms like Nexloo, it is possible to centralize communication, intelligently distribute requests, and provide fast and effective support.
If you want to transform your company’s customer service and deliver an exceptional experience to your customers, contact Nexloo and discover how their solution can be the key to your business’s success.
