Call Deflection

Reduce calls with WhatsApp Call Deflection

WhatsApp Call Deflection is your solution for long wait times. Simply route incoming calls to an alternative service channel and reduce the workload for your agents.

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CALL2MESSAGING

Easy switch from calling to messaging

Customer questions come flooding in from various channels from email to chat to calls. Despite a general preference for messaging, customers are quick to call customer service numbers to speak to a live agent. Reduce the overflow of incoming calls with call / IVR deflection. Spread out your inbound call traffic by adding a welcome message, allowing customers to switch from call to SMS or WhatsApp seamlessly.

Phone menu offering to continue on WhatsApp, with the conversation continuing in a chat

WITHOUT THE NEED FOR CALL QUEUES

Highest priority for call to messaging conversations

Let your customers know about the option to switch their conversation to chat. Call deflection ensures that customer questions are answered sooner, without the need for call queues. Prioritize requests from incoming calls by labelling them in the Saysimple Multichannel inbox.

Phone queue with a waiting call deflected to WhatsApp and a prioritized inbox filter

NO MORE HOLD MUSIC

Call deflection: quick service, satisfied customers

Help customers in no time by redirecting calls to WhatsApp. No more hold music or never-ending wait times, respond to all types of questions immediately via chat. Customer satisfaction increases significantly when you help your customers in a timely manner.

Waiting on the phone replaced by a fast first response on WhatsApp and higher customer satisfaction

1 CALL VS. 5 MESSAGING CONVERSATIONS

Boost productivity among agents

The time it takes to take one call is equal to ten chat conversations. Our central dashboard provides a comprehensive overview your whole team can access, never missing a beat on incoming requests from any channel.

One panel for every channel: WhatsApp, webchat and email conversations handled together by the team

BOOST EMPLOYEE HAPPINESS

Messaging improves job satisfaction

Endlessly ringing phones are a thing of the past with call deflection. Handle peak service windows by redirecting calls to WhatsApp with call deflection. By helping more customers, faster, not only are you reducing workloads and increasing productivity, but you’re increasing your agents’ job satisfaction. Minimal effort, maximum impact!

Agent workload at 38% and a customer thanking the team for quick help

REDUCE CALLS WITH 40%

Save time and money with Call deflection

Deflecting your calls to WhatsApp or SMS can reduce your incoming phone traffic by up to 40%. All you need to do is add an automated welcome message to your IVR menu and customers can choose to join a call queue or receive immediate help via messaging. Save valuable time and money with this simple addition!

Incoming calls down 40% and 62% of callers choosing WhatsApp

Join other successful organizations

+500 brands already use Saysimple to improve omni-channel customer communities at scale.

Thanks to WhatsApp Call Deflection at Severs Breeman, we saved more than 10 hours of phone time in the first month, and usage is increasing weekly.

You set yourself apart by being available outside of office hours. And that's what we stand for. We don't want to handle customers functionally, but to personally surprise them. That is possible thanks to Saysimple.

By connecting the Saysimple API to our CRM, we have fully automated our communication per project and now automatically send 14 WhatsApp template messages at the right times based on our planning, improving our efficiency.

Saysimple’s standout feature for Datamars is targeted WhatsApp campaigns. A recent promotion cleared slow-moving stock with impressive results. Reece notes: "We sent a message to 400 people and saw a 300% ROI over the weekend."

Via the IDAS integration in the Saysimple platform, we immediately know which customer belongs to which department. This way, we can direct inquiries to the right colleague, retrieve car details, and assist customers more efficiently remotely.

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