Latest news with #WhatsAppBusiness
Zawya
8 hours ago
- Business
- Zawya
Javna empowers Parcelat to achieve industry-leading 80% response time reduction through innovative WhatsApp Zendesk integration solution
Riyadh, Saudi Arabia - Javna, the leading provider of cloud communications platform (CPaaS) and omnichannel customer engagement solutions in the Middle East and North Africa, announced that its client Parcelat has achieved exceptional customer service improvements through Javna's innovative WhatsApp Business Platform and Zendesk integration solution. Exceptional Results Demonstrate Power of Javna's Technology Solutions Javna's advanced solutions enabled Parcelat to achieve outstanding results through the seamless integration of WhatsApp Business Platform with Zendesk customer relationship management system, successfully: Reducing response times by 80% from over 4 minutes to under 40 seconds Increasing team productivity by 45% while cutting agent effort by 50% Achieving 95% customer engagement across 2,700 weekly WhatsApp conversations Maintaining sub-40 second first-response SLA even during peak shipping surges Javna's Solutions Support Vision 2030 Through Advanced Technology Parcelat, founded in October 2023, operates Saudi Arabia's largest smart-locker network with hundreds of 24/7 self-service stations spanning over 25 cities. The company currently supports more than 500 e-commerce merchants, courier firms, and government entities. Javna takes pride in being the technology partner that enables Parcelat to achieve the digital transformation goals outlined in Saudi Vision 2030. Mohammad Sultan, Project Team Lead at Parcelat, commented:"Integrating WhatsApp with Zendesk was almost impossible after trying several vendors. Javna made it seamless, and their after-sales support is second to none. We now respond in under 40 seconds, and our agents never leave Zendesk." Javna's Innovative Solutions Deliver Exceptional Customer Experience Javna provided Parcelat with advanced technology solutions that included several innovative components: Zendesk-WhatsApp Connector: A custom connector that syncs all WhatsApp messages, media files, and chatbot transcripts into Zendesk tickets in real-time. AI-Powered Chatbot Builder: A no-code system built in one week that answers FAQs, shipment status, and returns inquiries 24/7. Omnichannel Campaign Manager: A platform enabling marketing teams to launch segmented promotions and service alerts directly from Zendesk customer data. Javna Leads Digital Success Across the Region Parcelat's success story demonstrates Javna's deep expertise in empowering Saudi companies to adopt cutting-edge technologies and achieve world-class customer service standards. It also highlights Javna's ability to deliver specialized solutions that understand Saudi market requirements and bilingual customer needs. Parcelat now resolves peak-hour inquiries without hiring additional staff, while real-time campaign analytics reveal a 22% click-through rate on targeted delivery promotions. Javna Continues Innovation with Ambitious Future Plans Javna is working with Parcelat to expand their collaboration through: Advanced AI customer journey mapping development Scaling AI-driven support to handle larger volumes Maintaining sub-minute response times across all channels About Parcelat Parcelat is the National Parcel Stations Network Company in Saudi Arabia, a fast-growing Riyadh-based delivery and logistics technology company. The company operates Saudi Arabia's largest smart-locker network with hundreds of self-service stations across more than 25 cities, supporting over 500 merchants and organizations in achieving efficient and secure delivery solutions. About Javna Javna is the leading provider of cloud-based Communications Platform as a Service (CPaaS) and omnichannel customer engagement solutions in the Middle East and North Africa. Its secure, scalable platform empowers businesses to build meaningful connections with their customers through an AI-powered, multichannel chatbot builder; fully programmable communication channels; SMS APIs, WhatsApp Business integrations, omnichannel verification codes (OTP), and real-time alerts and notifications across every channel. Since its founding in 2001, Javna has cemented its leadership with global reach to more than 180 countries and over 1,500 mobile operator connections, all backed by enterprise-grade security and round-the-clock, multilingual support. Javna's solutions help organizations in banking, telecom, retail, e-commerce, and logistics boost engagement, raise conversion rates, and elevate the customer experience at every stage of the customer journey.
Yahoo
04-07-2025
- Business
- Yahoo
WhatsApp Business Just Got Smarter -- Voice Calls and AI Recommendations Are Here
Meta (META, Financials) is quietly turning WhatsApp into a full-blown business engine; this week, the company rolled out voice call support for large businesses using WhatsApp Business and signaled deeper integration of AI features, including product recommendations and smart customer support. Warning! GuruFocus has detected 6 Warning Sign with META. The update marks a shift. Small businesses could already use WhatsApp to call customers; but until now, larger companies were left out. With this new API rollout, businesses can now place and receive calls and layer in AI-powered voice agents via startups like Vapi, ElevenLabs, Coval, and Phonic. That means customer service can happen around the clock; no live agent required. And that's just the beginning. Meta is also expanding its AI-based chat support tools, which were being tested with select merchants in Mexico. More companies will now be able to automate conversations; send follow-ups; and even handle outreach all within WhatsApp. One of the most promising updates? AI-powered product suggestions. After a user chats with a merchant, Meta's AI can now recommend relevant items and follow up on those conversations in real time essentially turning WhatsApp into a smart shopping assistant. Right now, these AI features are free; but that may not last forever. Meta already earns revenue from click-to-WhatsApp ads and business messaging tools; and monetizing voice AI or product recommendation bots seems like a natural next step especially as usage scales. The company says WhatsApp Business now serves over 200 million users monthly. As these tools roll out, Meta is clearly laying the groundwork for a platform that helps businesses engage, transact, and scale without ever needing a separate call center or CRM. This article first appeared on GuruFocus. Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Yahoo
04-07-2025
- Business
- Yahoo
WhatsApp Business Just Got Smarter -- Voice Calls and AI Recommendations Are Here
Meta (META, Financials) is quietly turning WhatsApp into a full-blown business engine; this week, the company rolled out voice call support for large businesses using WhatsApp Business and signaled deeper integration of AI features, including product recommendations and smart customer support. Warning! GuruFocus has detected 6 Warning Sign with META. The update marks a shift. Small businesses could already use WhatsApp to call customers; but until now, larger companies were left out. With this new API rollout, businesses can now place and receive calls and layer in AI-powered voice agents via startups like Vapi, ElevenLabs, Coval, and Phonic. That means customer service can happen around the clock; no live agent required. And that's just the beginning. Meta is also expanding its AI-based chat support tools, which were being tested with select merchants in Mexico. More companies will now be able to automate conversations; send follow-ups; and even handle outreach all within WhatsApp. One of the most promising updates? AI-powered product suggestions. After a user chats with a merchant, Meta's AI can now recommend relevant items and follow up on those conversations in real time essentially turning WhatsApp into a smart shopping assistant. Right now, these AI features are free; but that may not last forever. Meta already earns revenue from click-to-WhatsApp ads and business messaging tools; and monetizing voice AI or product recommendation bots seems like a natural next step especially as usage scales. The company says WhatsApp Business now serves over 200 million users monthly. As these tools roll out, Meta is clearly laying the groundwork for a platform that helps businesses engage, transact, and scale without ever needing a separate call center or CRM. This article first appeared on GuruFocus. Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Yahoo
03-07-2025
- Business
- Yahoo
Meta Adds More Business Messaging Features
This story was originally published on Social Media Today. To receive daily news and insights, subscribe to our free daily Social Media Today newsletter. Meta's looking to provide more business messaging options, as messaging usage continues to surge. At its Conversations 2025 conference, which was held in Miami this week, Meta announced a range of new business messaging features, including business AIs in WhatsApp, and calling and voice options for larger brands. It also announced some smaller tweaks, which may also be relevant to your business messaging approach. First off, Meta announced that brands can now add a WhatsApp button to their Google Business Profile, enabling prospective customers to get in contact via WhatsApp direct from Google Search and Google Maps. So now, you'll be able to better align with messaging use, by showcasing your WhatsApp profile on your Google Business display. It's also giving WhatsApp users the ability to open links from businesses directly within WhatsApp. As you can see from these example screens, users will soon be able to open direct links in a WhatsApp browser, eliminating the need to switch apps (which will also provide more data on response). On another front, Meta's also updating its pricing model for the WhatsApp Business Platform, with new 'volume tiers,' so that business users have more pricing options to consider. It's also adding more outcome options to Click to Message ads: 'To help drive the outcomes that matter to businesses, we are making purchase and lead optimization available to our Ads that click to messages, and introducing value optimization for ads that click to Messenger to maximize ROAS. And with automatic-destination messaging ads, we can help your businesses meet your customers where they are by delivering ads that open to their preferred messaging app – WhatsApp, Instagram Direct, or Messenger.' It's also expanded the functionality of its WhatsApp Business tools, including the ability to use features available on the WhatsApp Business Platform and the WhatsApp Business App at the same time, while it's also testing out native order tracking updates via WhatsApp from shopping platforms like Shopify, VTEX, and WooCommerce. Businesses can also now send one-time passwords and verification codes to customers on WhatsApp. Messenger's also getting some handy updates: 'For businesses using Messenger, we're testing new calling features including the ability to see who is calling and whether it is from an ad, along with AI call summaries and transcription, so you have a record of what was discussed live. Meta's also rolling out some updates to its Cloud API and Marketing Messages Lite API options, to offer more business messaging features. Some smaller updates, which could be relevant to your approach. And with people now sending a lot more messages than they post or share in their social media feeds, it could be worth digging into the various messaging business options now available. Recommended Reading Meta Adds Labels to Business Chats in Messenger Sign in to access your portfolio
India Today
03-07-2025
- Business
- India Today
WhatsApp adds AI voice calls and smart shopping recommendations for businesses
At its global Conversations 2025 event in Miami, Meta announced a series of new features that could significantly change how businesses use WhatsApp to interact with customers. The company is now bringing voice calls, smarter AI shopping tools, and a more streamlined marketing system to the WhatsApp Business platform. The updates aim to help businesses go beyond just sending messages. Now, they'll be able to offer personalised shopping experiences, support through voice and video, and run marketing campaigns across WhatsApp, Facebook, and Instagram — all from one of the key announcements is the ability for businesses to make and receive voice and video calls directly on WhatsApp. Until now, customer service through WhatsApp has mostly been limited to chats, which, while convenient, aren't always the fastest way to solve queries. With this update, businesses using the WhatsApp Business Platform can now speak to customers directly, once the customer agrees to a call. Whether it's answering complex questions or offering guidance that's hard to type out — this new calling feature could make the overall support experience faster and more messaging is also being added, which brings more flexibility for both customers and businesses. In some cases, sending a quick voice note may be easier than typing a long message — especially for industries like healthcare, education, or financial services. Meta also hinted that voice-based AI assistance could be coming in the future, meaning customers might soon be able to talk to an AI to solve their issues in Another major upgrade is focused on marketing. Meta is now allowing businesses to manage their campaigns across WhatsApp, Facebook and Instagram through the familiar Ads Manager interface. This makes it easier to create and manage ads, track budgets, and run promotions — all in one place. Businesses can upload customer lists and send messages manually, or let Meta's Advantage+ AI take over, which automatically optimises campaigns and spending across platforms, including ad placements like WhatsApp Status. For businesses with repeat customers or time-sensitive offers, this could be a big the shopping front, Meta is introducing a new Business AI feature. It's designed to help customers discover and buy products directly through WhatsApp. From personalised product recommendations to follow-up support after purchase — the whole shopping experience can now happen inside a chat. While this tool is currently being tested in Mexico, Meta plans to roll it out to other countries businesses, especially smaller ones, the new updates could be a cost-effective way to reach more people and offer better service with fewer resources. For customers, it means less jumping between apps and more convenient service in one place.- Ends
