Call Centre & Support

Omnichannel automation for call centres and customer support teams

Bring WhatsApp, RCS, webchat, Instagram Direct and Facebook Messenger into one operation, with AI-powered triage, automated responses and seamless agent handover.

Smart triage Case management Hybrid support Surveys and quality

Fewer calls, more conversations

Deflect the repetitive from the phone to WhatsApp ("press 1 to continue") and serve several customers in parallel, without hold queues.

Lower average response time

AI answers the common on the spot and triage routes the rest to the right team — AHT drops without losing quality.

Context that travels with the customer

When an agent takes over, they get the full history and context — the customer does not repeat their story.

Operations measured in detail

SLA, cases, CSAT and NPS in one dashboard — full visibility to manage volume, queues and quality.

~98%

of messages opened — and read within minutes

24/7

triage and self-service, every day

N:1

several conversations in parallel per agent

1

channel to triage, resolve and escalate

The challenge

High volume, hold queues — and the same questions repeated

  • High volume of contacts and peaks that are hard to absorb
  • Queues and waiting times on phone support
  • Repeated questions and manual processes that consume agents' time
  • Customers repeating their story at every transfer
  • Information scattered across teams, systems and channels
The solution

Zapify turns WhatsApp into the main entry point for your call centre

  • Smart triage that identifies the topic and resolves or routes it
  • FAQs and self-service that answer on the spot, 24/7
  • Cases opened and tracked with real-time status updates and SLA monitoring
  • Handover to agents with full context and history
  • Automatic follow-up, notifications and satisfaction surveys
Use cases in call centres and general support

From triage to CSAT — all through conversation

From first contact to customer satisfaction, every interaction and its full context are centralised on one platform.

01

Triage and initial support

Questions, requests and topic identification resolved or routed on the spot.

Topic identificationAutomatic resolution of common issuesSmart routingQueue and prioritisation
02

Opening and tracking support cases

The status, SLA and latest updates for each request, always available to the customer.

Case creationStatus lookupAutomatic updatesSLA control
03

FAQs and self-service

Instant answers, links and guidance that help customers resolve issues without an agent.

Instant answersLinks and guidanceInvoice lookupStep-by-step guides
04

Handover to agents

Escalation with full context — the customer does not repeat their story.

Full contextQueues and escalationAssignment by skillInternal notes
05

Follow-up and notifications

Follow-ups, reminders and confirmations that close the support loop.

Proactive follow-upReminders and alertsConfirmationsSimple reopening
06

Satisfaction surveys

CSAT, NPS and continuous feedback collected at the end of each interaction.

CSAT and NPSFeedback in 1 minuteQuality analysisDissatisfaction alerts
A platform connected to your operation

Integrates with the systems you already use

Zapify connects to your CRM, helpdesk, telephony and knowledge base to automate support and measure quality.

CRM & helpdesk
Telephony & IVR
Knowledge base
Ticket management
Billing & collections
CSAT / NPS
BI & reports
Webhooks & API
Benefits for everyone

Advantages for the whole operation

For customers

  • Fast, helpful responses
  • Less waiting and more autonomy
  • A simpler experience

For operations

  • Less operational load
  • Centralised support
  • More productivity and standardisation

For management

  • More resolution and better SLA
  • Greater visibility of the operation
  • Better performance insights and greater efficiency

For agents

  • Less repetition
  • Context always at hand
  • Focus on cases that matter

Put WhatsApp to work for you

30 days free. No card. With our team helping you get started.

+351 935 301 085 zapify.pt

sales@zapify.pt · Zapify, Lda (PT517696070)