Prior to implementing IVR on WhatsApp, our clients had multiple contact center channels managed by TCID, including Inbound Calls, Social Media, and WhatsApp. Then, at the beginning of the year, the inbound call channel experienced a significant surge in traffic, leading to a backlog and queues on the call line.
Indonesia has gained recognition for having a large user base on WhatsApp, making it the highest user count for this messaging application. To optimize our client's Contact Center operations, we have introduced IVR to WhatsApp. Drawing inspiration from the successful implementation of IVR to Kakao Talk by Transcosmos Korea, Transcosmos Indonesia has adopted a similar solution. This innovative solution offers customers two options upon connection to the IVR: they can either connect with a WhatsApp agent or continue their call to speak with a customer service representative. This approach aims to enhance customer experience and streamline communication channels. By leveraging the expertise and experience of our global network, we are committed to delivering exceptional service to our valued customers.
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