Clarabridge Announces Support for WhatsApp Business

Aug 02, 2018


Clarabridge, Inc., the leading provider of Customer Experience Management (CEM) solutions for the world’s top brands, announced it is an official solution provider for WhatsApp Business. Beginning with a limited availability roll out, selected brands using CX Social, a dedicated social media management product from Clarabridge, can now extend their customer service by communicating with their consumers via WhatsApp messaging. The first Clarabridge customers to join this limited access program include Swiss International Air Lines and General Mills.

CX Social provides social engagement and analytics to drive fast responses and reveal deep insights. The solution empowers brands to effectively manage social media communications, support customer service agents, develop insights from customer feedback, and track key metrics over time to improve brand perception and customer interactions. As a business solution provider for WhatsApp, CX Social can now provide enhanced support and help its users better serve their customers.

The new solution will ensure that customer interaction is completely private, alleviating the discomfort some consumers may have in seeking help over social media messaging. Customers have complete control of this communication channel and must voluntarily agree to opt-in to communicate with brands over WhatsApp. To avoid any unwarranted marketing messages, all communication will be focused purely on resolving customer issues and responding to requests.