How to create a contact center on WhatsApp, including a real-time dashboard

WhatsApp is no longer considered a platform for simply communicating with friends and family; it has become a truly multifunctional tool, which can be used to communicate and interact with businesses, schedule meetings, place orders, and much more. Indeed, it has transformed into a contact center, where businesses can manage customer interactions professionally, quickly, and efficiently.

In this article, we will explain step-by-step how to create a contact center on WhatsApp, which tools are truly necessary, and why a real-time dashboard can truly make a difference in your customer service.

Why use WhatsApp as your primary channel?

As we know, WhatsApp is the most used instant messaging channel in the world. Everyone has an account on this platform, even your customers. Therefore, why not make it the primary means of communicating with them all?

Main advantages:

• Instant accessibility
• Quick and personalized responses
• Higher open rates compared to traditional email
• Integrations with other automation and artificial intelligence tools
• Chatbots and conversation flows
• Highly specialized metrics
• Marketing campaigns
• Integrated CRM

What is a WhatsApp contact center?

A WhatsApp contact center is a tool that allows you to centralize your WhatsApp conversations into a single platform, where you can assign chats, analyze data, and measure the performance of your support or sales team.

This system allows you to manage chats in an organized manner, also offering other features like real-time metrics, automatic assignment, labels, internal notes, chatbots, integrations and much more.

Steps to build a contact center on WhatsApp

Here's the guide you need to transform your business and increase customer communication:

1. Get an official WhatsApp Business API account

To create a specialized contact center for your business, you will need to use the WhatsApp Business API, not the standard app. This will allow you to connect WhatsApp to advanced tools like CRMs or communications platforms.

You can access the API through authorized partners, directly through Callbell.

2. Choose a management platform for all your conversations

Once you've gained access to the WhatsApp Business API, you will need to choose a platform to manage your messages quickly and efficiently. That's where Callbell comes in: a highly designed tool for creating a contact center for WhatsApp, Instagram, Facebook Messenger, and Telegram.

With Callbell, you can:

• View messages in a unified inbox.
• Automatically assign chats as you prefer.
• Use quick replies, labels, and internal notes.
• Create sales funnels.
• Automate tasks with the help of chatbots and artificial intelligence.

3. Set up roles and teams

Within the communications management platform, it's essential to organize your team:

• Assign roles like agents, supervisors, and administrators.
• Create specialized teams by customer type, location, department, or stage of the sales process.
• Define automatic assignment rules to effortlessly distribute chats.

This will allow you to manage all WhatsApp interactions much faster and more professionally, allowing you to quickly serve your customers without missing a single message.

4. Activate a real-time dashboard

Undoubtedly, one of the greatest advantages of a modern contact center is having a real-time dashboard where you can view:

• Open, closed, or pending conversations.
• Average and overall response times per agent.
• Most active agents.
• Reopening old conversations.
• Filter by channel, tag, or team.
• Heat maps.

To give a concrete example, with Callbell you can view all this data directly from a highly intuitive dashboard, making real-time decisions that can improve the customer experience.

5. Automate repetitive tasks

To grow your business, you'll need to automate repetitive processes:

• Welcome or after-hours messages.
• Frequent replies with pre-approved WhatsApp templates or by letting the chatbot handle them.
• Categorize customers based on their willingness to purchase.

This will reduce your team's workload and improve service speed.

6. Monitor, improve, and scale

Business communication via WhatsApp is a living, breathing medium. That's why it's so important to use analytics to:

• Identify bottlenecks.
• Fully train your team.
• Increase chat conversions into sales.
• Scale customer service without compromising the quality of service provided.

Conclusion

Creating a contact center on WhatsApp is much simpler than it seems, especially if you have the right tools to create a comprehensive system, allowing you to respond to all your customers.

By integrating a platform like Callbell and taking full advantage of features like the real-time dashboard and key metrics, you can transform your customer service and sales management, even from WhatsApp.

If you would like to try Callbell free for 7 days to turn your WhatsApp business into a full-fledged contact center, click here.