WhatsApp is one of the most popular messaging apps in the world. And with so many people using the app, every now and then, people face issues with it. However, in places like India particularly, we are used to picking up calls on customer care in case of an issue with a device, gadget or any appliance we own. If your Blinkit order doesn’t get delivered in 8 minutes, we like to pick the phone and enquire about every detail. But what happens if you face a problem with WhatsApp? The only choice you have is to Google and see if someone else on the internet found a solution to your problem. It’s not the best way out, and not the most convenient either. But things may change soon.
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A WABetaInfo report claims that WhatsApp is working on a new feature which will bring access to human support on the web app. The blog claims that WhatsApp is leveraging artificial intelligence (AI) to shorten response times and deliver a more tailored and efficient customer support experience. The platform is basically experimenting with ways to provide users with direct access to the support team, making it easier and more seamless to address their concerns.
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Currently, the mobile app offers no way to contact customer care. There is only a Help Centre with some frequently asked questions (FAQs) in case they address your issue. On the web app, however, there is still no way to interact with a human agent to get an issue resolved, but there is the Contact Us option, which lets you send WhatsApp your issues. You can choose to send it via an in-app chat box or via email, accordingly someone from WhatsApp will reach out to you either through a WhatsApp chat, or via email. Many times, this chat is actually with an AI agent.
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However, with the new WhatsApp feature coming in, contacting with a human agent will be an additional layer added to the WhatsApp support. Similar to contacting a bank, if just chatting or talking to an AI agent fixes your issue, then great. Otherwise, you will be able to direct that conversation to a human who can then guide you through the solution to your problem. According to a screenshot shared by WABetaInfo, WhatsApp is testing an option called Chat With Us in the web app, which will be in the help section of the desktop app.
