WhatsApp is becoming the preferred support channel for customers. Here is how to deliver excellent support through WhatsApp.
Setting Up Your Support Workflow
Team Inbox Configuration
- Set up agent roles (Admin, Supervisor, Agent)
- Configure auto-assignment rules (round-robin, skills-based)
- Set business hours and away messages
- Create customer context panels with order history
Canned Responses
Create templates for common queries:
- Greeting: "Hi {name}! Thanks for reaching out. How can I help?"
- Order status: "Your order #{order_id} is currently {status}."
- Returns: "I'd be happy to help with your return. Here is our process..."
- Escalation: "Let me connect you with a specialist who can better assist."
SLA Management
- First response time: Under 5 minutes during business hours
- Resolution time: Under 2 hours for standard queries
- Escalation: Auto-escalate if no response in 15 minutes
Measuring Support Quality
- CSAT scores: Send customer satisfaction surveys after resolution
- First response time: Track and optimize
- Resolution rate: Percentage resolved without escalation
- Agent performance: Messages handled, response times, satisfaction scores`,
