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How to effectively integrate WhatsApp into your contact centre – but what about open WebRTC rather?
WhatsApp Business is undergoing pilot testing, which will enable companies to have yet another channel in order to communicate more efficiently with their customers.
“WhatsApp still needs to find its rightful place in business, and this is largely due to the fact that the app did not previously support this sector of the market,” says 1Stream’s Director, Bruce von Maltitz. “In its former guise, building WhatsApp into your contact centre would run the risk of crashing as it was not officially supported by WhatsApp.”
This has now changed and WhatsApp will soon be offering an official, maintained and approved way of providing customer support. It will become easier for companies to communicate with their customers quickly using a reliable and secure platform.
Over one billion people use WhatsApp every day to stay connected with their family and friends, and over time, more people will use the app to communicate with the companies they come into contact with.
My comment: Whilst I love the idea, and the volumes using WhatsApp make sense to choose it, I do worry about a proprietary platform becoming so dominant. With voice calls or SMS you can choose to use any carrier or app. With WhatsApp being used you cannot decide to use Signal or Telegram messenger, you must use WhatsApp. Why not rather use an open voice/video protocol like WebRTC which is already built into modern browsers and needs to client app installed?
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