Clarabridge, a provider of customer experience management solutions, has been named an official solution provider for WhatsApp Business.
Beginning with a limited availability roll out, selected companies using Clarabridge's CX Social, a dedicated social media management product, can now extend their customer service by communicating with consumers via WhatsApp messaging. The first Clarabridge customers to join this limited-access program include Swiss International Air Lines and General Mills.
CX Social provides social engagement and analytics. It helps companies manage social media communications, support customer service agents, develop insights from customer feedback, and track key metrics over time.
"If a company is serious about truly helping their customers, they should be meeting consumers where they are, which is on messaging," said Mark Bishof, CEO of Clarabridge, in a statement. "We are very excited to be among the first business solution providers for WhatsApp. The opportunity to work with one of the world's largest messaging platforms strengthens our commitment to provide the best social media management and analytics solution for our customers."
The new solution will ensure that customer interaction is completely private. Customers have complete control of this communication channel and must voluntarily agree to opt-in to communicate with companies over WhatsApp. To avoid any unwarranted marketing messages, all communication will be focused purely on resolving customer issues and responding to requests.