Customer care on WhatsApp
Customer care on WhatsApp is the delivery of customer support through WhatsApp conversations: answering questions, handling orders and complaints, technical support. It leverages a channel customers use daily, with a persistent conversation history, and typically combines automated replies for frequent requests with human agents for complex cases.
Compared to phone and email, chat has two properties that change the service: it is asynchronous, so customer and agent don't have to be available at the same time, and it keeps the history, so nobody has to explain the problem from scratch. For the business, this means handling more requests in parallel with the same team; for the customer, writing whenever they want and finding everything in the same conversation, including photos, documents and voice notes.
The typical organization has three levels: automated replies for recurring questions about hours, prices and order status; an AI assistant for elaborate but standard requests; human agents for complaints, sensitive cases and negotiations. You also need a shared inbox so messages don't get lost when the team has several people, and clear rules on who takes charge of what and at which hours.
SendApp unifies WhatsApp conversations in a shared inbox for the team, with an AI assistant that answers frequent questions at any hour and handover to an agent when needed.
Frequently asked questions
From theory to practice
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