WATI bids to make WhatsApp the primary CX channel

Customer and sales engagement tool WATI (WhatsApp Team Inbox) has received undisclosed funding led by Sequoia Capital India’s Surge, boosting its mission to make messaging platforms the main channel for customer engagement.

WATI’s platform and technology leverages WhatsApp’s Business API, allowing SMEs to send personalised notifications from their system in a programmatic way.

The technology has enabled millions of conversations for businesses with customers across 54 countries in the last 12 months.

Bianca Ho, Co-Founder and COO of WATI said: “We’re living in the ‘now’ economy. From getting a taxi in just a few minutes, watching a movie on demand, to ordering your dinner in minutes. This expectation is now ingrained into anyone who has experienced instant gratification in a product or service.

“We want to make sure that any brand can remain accessible and responsive to their customers, while making it feel extremely personal at the same time.”

The software helps SMEs to support their customers through a collaborative team inbox with multiple agents, smart routing, canned responses, data tagging, and analytics.

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