The overall experience is excellent. Excellent tool to manage a Whatsapp platform with a large number of agents from different teams. We use a single Whatsapp business number for several purposes (customer service, sales and vendor interactions), by assigning the incoming chats to the right team and agents. We are saving a lot of time, and providing a great experience to our customers.

We use WitiOp to manage our Sales / Customer Service through Whatsapp. The platform is straightforward and very user-friendly, it allows the agents to share images, files or documents with customers. It is really quick to develop softbots to assign incoming chats based on the skillsets of the agents. Conversations can easily be transferred to other agents, teams, queued when inactive, and predefined messages can be defined easily. Overall, the platform is really easy to manage for the agents/administrators and the customer experience is pretty slick.

Nothing major but the the platform could provide more data / analysis on the agents performance to the administrators.

Easy and feasible interface for all users. Not very complicated

However, needs to improve on how the queue management does not affect customer experience for a customer by introducing and separating new chats and awaiting reply tickets that had already been responded to by agents and we are waiting for a reply from customers. Therefore responding on time to all customers