Whatsapp Channel

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Whatsapp Channel
Hi,

One of our clients is introducing Whatsapp. I am wondering if anyone has any experience with this in terms of planning a forecast. Do these customers channel shift from another or does this create additional volume?

Any help or guidance is appreciated.

Editor

Call Centre Helper

Additional Volume
Generally speaking, introducing a new channel will increase demand as you are making it easier for people to contact you. There will though be some migration of your existing contacts to the new channel.

The exact amounts vary considerably from one channel to another.

As with many of these things start with a small pilot (perhaps doing a time of day or one day per week) to assess demand and build up gradually once you can work out the overall demand.

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