During the Christmas period, we like to use that quiet time when everybody is busy exchanging gifts and gorging themselves to work on some business improvements. This year was no exception and we utilised the season when the helpdesk phones get a break to upgrade our customer chat system.
We have used various web chat features over the years, with varying degrees of success. However, none has been the out-and-out winner in an age when chat, or instant messaging, has taken over from the spoken word as the primary means of communication.
Thanks to wide adoption of messaging platforms, people are now very accustomed to chat applications to stay in touch with old friends, leave a note for their nearest and dearest, as well as access customer service departments. By far and away the leader of these messaging platforms is WhatsApp, with more than 2 billion users globally in 2022 and continuing to grow year on year.
Why WhatsApp for IT Support?
WhatsApp isn’t just a tool for family chats or group messages anymore. It has quickly become one of the most trusted business communication platforms worldwide. Unlike email, where messages can get buried in an inbox, or phone support, which may be limited to office hours, WhatsApp offers immediacy and familiarity. Customers already know how to use it, and because the app is installed on almost every smartphone, there’s no learning curve.For IT support specifically, WhatsApp opens new opportunities:
Quick ticket logging – send us a message the moment an issue arises.
Media sharing – screenshots and short videos explain issues faster than written descriptions.
Secure communication – WhatsApp uses end-to-end encryption, ensuring your data is safe.
Cross-device access – use it on mobile, tablet, or desktop for ultimate convenience.
Following the Leaders
We noticed that the big names are now adding WhatsApp as an option to access service and engage with the business. Banks, airlines, and even government agencies are increasingly offering WhatsApp as a support channel because customers prefer the speed and familiarity of chat. It made sense for us to do the same.So, we set about our annual yuletide project to get in on the action too. Many online services and applications now offer integrations with WhatsApp to take advantage of the wide user base and convenience of easy mobile and desktop chat communication.
Behind the Scenes: Making It Work
Our team spent time researching the best way to link WhatsApp to our existing systems. We used integrations connected to our existing profile on Meta (the company that operates Facebook, WhatsApp, and Instagram). After creating and authenticating our WhatsApp Business account, we connected everything up using the necessary APIs and webhooks. This technical work allows messages to flow securely into our support desk, meaning every WhatsApp message is tracked like any other support request.Of course, no rollout happens overnight. There was plenty of testing — and then more testing — to make sure messages reached the right teams and tickets were logged automatically. The result is a streamlined process that feels effortless for the customer but is backed by robust systems in the background.
What This Means for Our Customers
Several weeks later, we are pleased to announce that we are now online and ready to chat with you today on WhatsApp. We are excited to see what benefits it adds to our service delivery and really like the secure, encrypted channel that it provides us to exchange information.For customers, this means:
Another convenient way to access support, alongside phone and email.
Faster responses to routine queries, even when you’re away from your desk.
An easy way to share images of error messages or technical issues.
A modern communication option that fits how people naturally communicate today.
We believe that IT support should be as straightforward as possible. Adding WhatsApp as a support channel is just one more way we’re making life easier for our clients.
Looking Ahead
We see WhatsApp as the beginning of a wider shift in how IT support is delivered. Messaging platforms are becoming the default customer service channels in many industries, and we expect to see even more integration in the future. Whether it’s enabling remote collaboration, providing proactive alerts, or offering video troubleshooting through the app, WhatsApp gives us a foundation to build more interactive and customer-friendly support services.We look forward to chatting with you soon.
James Naylor
James Naylor is ITbuilder's Managing Director and Founder. He has worked in technology since the early nineties and, after a decade in the corporate world, went into business himself.
James has lead ITbuilder for over two decades, building the business into the force that it is today, but is still a technician at heart and still very hands on with tech.
Despite growing up in Hertfordshire, James lived in the Netherlands for five years as well as London, before returning and setting up the base in Hertford, where he lives today.
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