One of the standout features of WA Business is WhatsApp Rotator, which is responsible for forwarding lead messages to customer service. Conversation history and lead profiles will be automatically saved in the database system to make tracking and strategy development easier.
WhatsApp Rotator will distribute lead messages fairly according to the capacity of each customer service agent.
This prevents customer dissatisfaction with the service provided, both in terms of response speed and the information delivered by the CS. As a result, it is expected to help CS agents provide fast and accurate responses.
What Is WhatsApp Rotator?
WhatsApp rotator is a WhatsApp Business API feature that forwards and distributes leads to customer service (CS). Leads will be distributed fairly based on the capacity of each CS agent, which has been configured in advance.
The leads will then be followed up or responded to by the CS until a sales agreement is reached. It is hoped that through CS conversations with leads, sales will increase in a way that benefits the business.
The working principle of WhatsApp rotator is quite simple, you only need to share one WhatsApp CS link or WhatsApp customer service landing page across your various online store channels.
The WhatsApp rotator will then automatically work to distribute incoming leads from various channels to CS members evenly. WA rotator has the ability to display data showing how many leads are being handled by each customer service agent.
This provides real data on how many leads have converted into customers or made a purchase.
Advantages of Using WhatsApp Rotator
The main advantage of WhatsApp rotator is that it helps businesses coordinate the work of customer service agents who provide customer support via WhatsApp, commonly referred to as WhatsApp customer service (CS).
WhatsApp Rotator configures all CS agents to have a “share” in accordance with their capacity, so CS agents will be more organized and not confused when responding to questions from leads. To speed up the performance of CS agents in managing leads, a WhatsApp CS with multiple admins is required.
For WhatsApp CS to be used by multiple admins, it must be connected to the WA Business API. This connection allows your WA rotator to use a single WA number for multiple admins or customer service agents simultaneously.
One of the best official WhatsApp API Business Partners in Indonesia is Mekari Qontak. Mekari Qontak has a feature that can distribute messages (WA rotator) automatically, so customers receive responses more quickly.
Other standout WhatsApp CS features exclusively available through Mekari Qontak for distributing lead chats include:
- Supervisors can manually distribute lead messages to customer service agents.
- A system that automatically forwards lead messages to available customer service agents.
- Customer service members can determine which lead messages they will handle.
- A ChatBot that determines which customer service agent a chat will be forwarded to based on the lead’s selection.
How to Get WhatsApp Rotator
WhatsApp rotator can only be obtained through the WhatsApp Business API from a WhatsApp Business Solution Provider. One of the official WhatsApp API partners is Mekari Qontak.
1. Register with an Official WhatsApp Business Solution Provider (BSP)
One of the best official WhatsApp Business Partners in Indonesia is Mekari Qontak. The Qontak team can help you obtain a WhatsApp rotator with ease.
2. Complete Facebook Business Manager Verification
There is a data verification process that must be completed to prove that the business is legal and meets other requirements set by WhatsApp. Some of the required data includes the company name, website URL, industry, operational area, and having a Facebook Business Manager.
Mekari Qontak can help you upload these documents for the company registration process. Once all requirements are met, Mekari Qontak team can register your business directly with WhatsApp.
3. The BSP will register your number as a WhatsApp API number
Once registration has been approved by WhatsApp, you must choose one number that will become your business number. Think carefully about which number you will use, as you cannot change that number afterward.
4. Once you have a WhatsApp API, you will be able to use WhatsApp Rotator
After obtaining the WhatsApp Business API, you can use the available WhatsApp rotator.
Functions and Uses of WA Rotator
1. Improving Customer Service
Customers will be automatically directed to an available CS agent. This is to prevent the CS team from being overwhelmed with answering buyer inquiries, and to avoid customer disappointment caused by slow responses. In addition, the even distribution of WhatsApp CS tasks results in more effective customer service.
2. Lead Monitoring
WhatsApp CS collects lead messages from various online store channels to be forwarded to each customer service agent within a single platform. Incoming messages will be automatically stored in the database and displayed on an interactive dashboard. This means you no longer need to manually back up message data or synchronize lead conversation history.
3. Analytical Reporting
WhatsApp customer service is equipped with real-time reporting and analysis directly from all WhatsApp customer service activities. These activities include the total number of conversations conducted, average response time, and more. This makes it easier for you to evaluate customer service KPIs, assess CS team performance, and develop strategies for improving customer service.
4. Advanced CS Routing System
WhatsApp CS allows CS routing and conversations to be customized to meet business management needs, either automatically or tailored to specific requirements. This way, customers can be directed immediately to the right CS agent to handle their needs.
5. Omnichannel CRM Integration
WhatsApp customer service can be easily integrated with various channels such as Telegram, Line, Facebook Messenger, and others. This creates a seamless interaction between businesses and customers across multiple channels.
All conversations that take place can be viewed in a single, interconnected screen display.
Get WhatsApp Rotator at Mekari Qontak!
WhatsApp Rotator helps CS teams work more efficiently and respond to leads coming from various channels more quickly. To experience these benefits, your business must be integrated with WhatsApp API Indonesia.
Mekari Qontak WhatsApp API business partner helps connect your business with the WA API, including the standout WhatsApp rotator feature. Mekari Qontak is also integrated with other omnichannel chats.
This allows you to receive real-time and instant reports from all activities to improve conversation performance. Mekari Qontak also has the capability to send mass notifications, including automation using the WhatsApp API.
