Your WhatsApp customer service, available even at 11 pm
Your customers would rather send a WhatsApp message than call or email. A WhatsApp chatbot answers those messages straight away, in the evening and at weekends too, and passes the conversation to your team as soon as a person is needed.
Example of a WhatsApp conversation. Customer: My boiler is showing an error code and the house is getting cold. AI assistant: Sorry to hear that! Which code is on the display? Customer: A flashing E and then 1-1-9. AI assistant: That usually means the water pressure is too low. If topping it up doesn't work, I'll book an engineer.
Sound familiar?
23:04
Your team is asleep. Your customer still gets an answer.
Example at 11:04 pm: a customer asks whether you are open tomorrow and gets an instant answer.
- Messages pile up on one phone that is always being managed by someone else.
- Customers expect a quick reply in WhatsApp, but your team works in a different system.
- After closing time, questions wait until the next morning.
- You're never quite sure who has already answered which conversation.
What it does
What your customer experiences
A quick reply in a familiar app. Your customer can ask a question, book an appointment or send a photo with a report, without waiting.
What your team gets back
One overview of every conversation instead of a phone being passed around. Conversations that need a person arrive complete and can be picked up by anyone on the team.
What happens behind the scenes
Your business WhatsApp number is connected to a helpdesk or inbox. The chatbot uses your knowledge and, where needed, your systems, for example for an order status or a schedule.
How it works
Mapping. Which questions come in through WhatsApp, and what should always be answered by a person.
Knowledge and connections. Your business number is connected, your knowledge and tone are recorded, and your systems are connected where needed.
Testing with real questions. Using messages like the ones your customers send, including photos, short sentences and the handover to your team.
Live and fine-tuning. Conversations are reviewed and the knowledge is expanded.
→ In detail: How we work
People stay in control
Example conversation. Customer: I'd like to move my membership to a different location. AI assistant: That's possible. Because your contract is still running, I'll pass you to a colleague. Lisa from the team is taking over Lisa (team): Hi, I'm Lisa. I can see your question, I'll sort it out right away.
Handover
A team member can take over any conversation, with the full history attached. Your customer only notices that a person has joined.
Boundaries
You decide which topics the chatbot handles and which always go to your team.
Privacy
The chatbot only asks for the details it needs. A data processing agreement is put in place with the supplier, and you know in advance which parties are involved.
Why XPRT
You're not locked in
We choose what fits each situation: a helpdesk you already have or a solution that suits your channels and budget.
One story across all your channels
The same knowledge for WhatsApp, your website and your email, so customers get the same answer everywhere.
We keep an eye on it
After go-live we improve the answers based on real conversations.
Frequently asked questions
Can I keep my existing business number?
Usually, yes. Whether it is possible depends on how your number is set up now. That is checked in the first step.
Can several team members answer WhatsApp conversations at the same time?
Yes. Conversations arrive in a shared inbox, so your team can work together and see who is picking up what.
Can I just send customers a WhatsApp message?
Not just like that. Messages you send first, such as an appointment confirmation, are subject to rules and need your customer’s consent. Those rules are taken into account during setup.
Can the chatbot receive photos and voice messages?
Photos and documents can be sent and stored with the report. What is possible with voice messages depends on the chosen solution.
What happens outside office hours?
The chatbot answers what it can. Anything that needs a person is ready and complete for your team the next morning, and your customer knows when to expect a reply.
Often combined with
- Chatbot for your website
- Helpdesk setupone inbox for WhatsApp, chat and email
- Email and ticket automation
How does your customer service sound in WhatsApp?
Ask the AI a question the way your customers would in WhatsApp, or book a demo.