Swapnika Nag
|
Nov 20, 2024
Businesses worldwide rely on WhatsApp groups to connect with customers and teams, but managing these groups at scale is challenging. Periskope changes that—it’s the only platform that lets you handle WhatsApp groups easily, with tools for bulk messaging, ticketing, analytics, and CRM integration.
Check out this comprehensive blog to discover how you can automatically flag important customer queries in WhatsApp groups and transform them into actionable tickets and tasks.
Three Ways to Manage Queries on WhatsApp Groups
If you receive questions and queries on Whatsapp groups or 1:1 chats, you can easily convert them into a ticket or task with Periskope. From the tickets screen you can take actions like assigning a ticket, setting priority and due dates, adding labels and changing the status of tickets.
There are three ways to manage queries on WhatsApp groups and create a ticket or task:
Auto-Flagging with AI
Automatically flag important queries or customer requests in WhatsApp groups using AI, ensuring nothing crucial gets missed.Creating Tickets on Periskope
Agents can log in via email and right-click on any WhatsApp message to create a ticket. These tickets appear both next to the specific chat and in the tickets tab for easy tracking.Emoji-Based Ticketing
Create a ticket directly from WhatsApp by using a label emoji or reaction, streamlining the process for quick action.
Automatically Flag Queries on WhatsApp Groups
Once you connect your WhatsApp to Periskope, customer queries are automatically flagged by AI as below.
For any incoming message, Periskope AI checks if -
the message is by someone external - you can mark contacts as “internal” from the contacts tab
the message is a question, query or request for support - Periskope uses Google Vertex to separate queries from simple statements
If both the above conditions are true, the message is flagged by AI
When a internal member replies to a flagged message via Periskope or WhatsApp, the first response time (FRT) is calculated
Create WhatsApp Tickets or Tasks via Periskope
When on the Periskope platform, agents can easily create tickets with the following steps:
1. On the chats screen, right click on any WhatsApp message and click create ticket
Enter all relevant details like title, assignee, priority, due date and more in the modal
Create Tasks directly from WhatsApp Groups
If you would like your customers to raise tickets directly on WhatsApp groups or want your team to instantly convert important messages into tasks, Periskope’s emoji based ticketing is for you.
Follow these steps to create a ticket with an emoji
From WhatsApp, click on any message and add a label emoji
This will automatically create a ticket on Periskope with a message
Send Tickets to Hubspot, Freshdesk, Zohodesk & more
Once tickets are created from customer queries on WhatsApp groups & 1:1 chats, you can automatically sync the tickets with Hubspot, Freshdesk, Zohodesk, and other platforms
That's it! It takes less than a minute to connect your phone and get started on Periskope. If you are interested, our team would be happy to do a demo or walkthrough of the platform for you. You can book a demo using this link.
