Press releases Customer Service
01 Aug 2018

novomind launches WhatsApp Business solution with novomind iAGENT

novomind iAGENT’s omni-channel customer service software can now service WhatsApp for two-way customer communications

novomind AG a provider of comprehensive omni-channel commerce and customer communication software, today announced its participation as one of the first WhatsApp Business solution providers. As the new WhatsApp Business solution for businesses and institutions is launched on 1 August, the Hamburg-based novomind AG offer the official Business interface (API) of the successful global messaging service allowing businesses of all sectors to connect to their customers. The WhatsApp channel is integrated into the novomind iAGENT omni-channel customer service software and thus complements all the other channels already present as one single unified platform.

novomind iAGENT is used by Europe’s leading brands ranging from Axel Springer to Sixt,” stated Sylvia Feja, General Manager of customer service software at novomind. “These brands are constantly looking to ensure that they can communicate with their clients efficiently based on their client’s preferences. Integrating WhatsApp as a dedicated channel is a wish frequently expressed by companies from all segments.”

Being among the early users of the WhatsApp Business solution, novomind iAGENT now provides businesses access to the official and secure WhatsApp interface their customers are familiar with, as an additional alternative to their existing two-way contact and communications channel for customer service.

More than 1.5 billion people in over 180 countries use WhatsAppto stay in touch with friends and families. WhatsApp Business solution now adds a professional customer service function with limited access to the messenger service. WhatsApp Business therefore plays an important role in the context of a centralized communications platform delivered by novomind iAGENT, thereby making it easier for customers to get customer service from a contact center across multiple channels effortlessly. “The more channels available, the greater the perceived customer-friendliness of a customer service department,” says Sylvia Feja. The diversity offered by novomind iAGENT fulfils two key requirements – flexibility and efficiency of customer service across a variety of customer friendly touch points.

“novomind iAGENT is an essential omni-channel customer service platform,” stated Grit Langhof, Senior Director International Reservation & Global SCC Support at Sixt, one of the leading mobility service provider worldwide. “The flexibility of communication channels provided by novomind iAGENT has helped us keep in touch with our customers based on their needs including the increasing need to support channels like WhatsApp for business needs.”  

Please contact novomind for WhatsApp's early access.