The support of the future is already on WhatsApp
Bring your call centre together in the channel customers already use — smart triage, protocols and FAQs with AI 24/7, and handover to the right agent with full context.
- Smart triage
- Digital protocols
- Hybrid support
- Surveys and quality
Support · Assistant
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Ticket #34821
Open · under review
SLA: response within 24 hours
Fewer calls, more conversations
Deflect the repetitive from the phone to WhatsApp ("press 1 to continue") and serve several customers in parallel, without hold queues.
Lower average response time
AI answers the common on the spot and triage routes the rest to the right team — AHT drops without losing quality.
Context that travels with the customer
When an agent takes over, they get the full history and the protocol — the customer does not repeat their story.
Operations measured in detail
SLA, protocols, CSAT and NPS in one dashboard — full visibility to manage volume, queues and quality.
The numbers that make the difference
~98%
of messages opened — and read within minutes
24/7
triage and self-service, every day
N:1
several conversations in parallel per agent
1
channel to triage, resolve and escalate
WhatsApp open rate based on public industry data; call deflection is an estimate and varies depending on the operation.
High volume, hold queues — and the same questions repeated
- High volume of contacts and peaks that are hard to absorb
- Queues and waiting times on phone support
- Repeated questions and manual processes that consume agents' time
- Customers repeating their story at every transfer
- Information scattered across teams, systems and channels
Zapify turns WhatsApp into the front of your call centre
- Smart triage that identifies the topic and resolves or routes it
- FAQs and self-service that answer on the spot, 24/7
- Protocols opened and tracked with status and SLA
- Handover to agents with full context and history
- Automatic follow-up, notifications and satisfaction surveys
WhatsApp is already part of your customers' everyday lives. We help your support team meet customers where they already are.
From triage to CSAT — all by conversation
From first contact to the satisfaction survey, every interaction is handled on WhatsApp.
Triage and initial support
Questions, requests and topic identification resolved or routed on the spot.
- Topic identification
- Automatic resolution of the common
- Smart routing
- Queue and prioritisation
Opening and tracking protocols
Status, SLA and updates of each request, always available to the customer.
- Protocol opening
- Status lookup
- Automatic updates
- SLA control
FAQs and self-service
Instant answers, links and guidance that resolve without an agent.
- Instant answers
- Links and guidance
- Invoice lookup
- Step-by-step guides
Handover to agents
Escalation with full context — the customer does not repeat their story.
- Full context
- Queues and escalation
- Assignment by skill
- Internal notes
Follow-up and notifications
Follow-ups, reminders and confirmations that close the support loop.
- Proactive follow-up
- Reminders and alerts
- Confirmations
- Simple reopening
Satisfaction surveys
CSAT, NPS and continuous feedback collected at the end of each interaction.
- CSAT and NPS
- Feedback in 1 minute
- Quality analysis
- Dissatisfaction alerts
Integrates with the systems you already use
Zapify connects to your CRM, helpdesk, telephony and knowledge base to automate support and measure quality.
Advantages for the whole operation
For customers
- Fast, practical replies
- Less waiting and more autonomy
- A simpler experience
For operations
- Less operational load
- Centralised support
- More productivity and standardisation
For management
- More resolution and better SLA
- Greater visibility of the operation
- Metrics and efficiency
For agents
- Less repetition
- Context always at hand
- Focus on cases that matter
Take this use case with you
Download the Zapify call centre brochure as a PDF and share it with your team.
Put WhatsApp to work for you
30 days free. No card. With our team helping you get started.
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