Is WhatsApp killing SMS, email, IVRs, and other customer communication channels? – The …

Last year, when the pandemic was at its peak, the Indian government sought a solution to eradicate misinformation and empower citizens with the right steps to take precautionary measures and stay safe during the COVID-19 pandemic. This 24/7 digital helpdesk had to answer COVID-19 queries and handle the scale and diversity of queries being directed from millions of users across the country in English and Hindi. Within just five days, Jio Haptik built the MyGov Corona Helpdesk, a WhatsApp chatbot that helped users check symptoms and get a diagnosis and provided tips and precautionary measures to stay safe. Moreover, it also shared the latest updates and advisories from the Ministry of Health. Leading D2C brand which recently received a deal from Peyush Bansal, Co-Founder, Lenskart, at Shark Tank India, The State Plate was looking for a reliable solution to streamline their customer support. Within a few months of signing up with Interakt, a Jio Haptik product, it was able to resolve 1.5X more customer queries on WhatsApp. The brand uses the automated ticket assignment feature on WhatsApp Business API for routing the customer queries to the concerned team and getting them resolved, faster. There is a reason why these government…
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