Message customers about faults, bills and installs

Most of what reaches your contact centre is the same handful of questions, arriving by phone because there is nowhere else to send them. Cue gives customers a business WhatsApp number for faults, appointments and account queries, with every conversation in one inbox alongside your other channels.

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An ikeja customer opens a WhatsApp chat and is offered a numbered menu to reach the right support team.

Three calls you get every day

Something is down, and everyone affected rings at once to ask a question you have already answered internally.

An engineer is booked, and the customer needs to confirm the slot or move it.

A bill is higher than expected, or the direct debit failed, or the tariff changed.

None of these needs a conversation with a person, and all three of them get one. They are high volume, low complexity and they land in the most expensive channel you run, where they sit in front of the customers who genuinely do need someone.

Tell people before they ring you

When something goes down, you know what has happened and roughly when it will be fixed before most customers do. The gap between those two things is where the call volume comes from.

You decide who is affected. Cue sends them the update and takes the replies, so the customer who wants to know whether their appointment still stands, or whether they need to do anything at their end, asks in the same thread rather than joining the queue.

When it is resolved, the same list gets told.

A broadband outage update sent to affected customers, with three customer replies arriving in the Cue inbox.

Installs and appointments

Confirmation

The slot, the date and what the customer needs to do before the engineer arrives.

Reminders

The day before and the morning of, so fewer visits find nobody home.

Rescheduling

The customer replies to move it. No call, no hold music, no missed appointment.

On the way

A message when the engineer is en route, which is the one update customers ask for most.

A customer compares two broadband packages on WhatsApp, chooses one and is sent an order summary to confirm.

64%

of online sales taken through WhatsApp

Not every conversation is a problem

Plenty of what arrives is someone who wants to buy something or understand what they are paying for. A package question, a new connection, a tariff comparison, a bill that does not look right.

An ISP running Cue takes 64% of its online sales through WhatsApp. People will complete a purchase in a conversation if the conversation is where they already are.

The same inbox handles the account questions that follow: what the charge was for, when the payment leaves, how to change a plan. Common ones can be answered automatically with a no-code Flow, and anything that needs a person gets one, with the history already there.

More on this in our guide to WhatsApp for internet service providers.

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What this does not replace

Cue is the messaging channel. Your contact centre stays where it is.

This does not run your phone lines, manage agent availability or replace the platform your advisors work in. What it does is take the contacts that never needed a phone call and give them somewhere better to go, which leaves the queue for the ones that did.

Suppliers who start here usually start with one of the three: outages, appointments or billing. Not all of it at once.

One inbox, whatever you already run

WhatsApp messages arrive in the same place as your other Cue channels, so nobody is watching a separate screen.

Anyone can pick it up

Conversations sit with the team rather than with one person, with the account history attached.

Cover is built in

Shifts, holidays and leavers stop being a service problem, because nothing is held on an individual’s account.

Repeat questions get handled

The ones you answer fifty times a week can run as a no-code Flow, with a person behind it when the answer is not standard.

You can see the traffic

Which questions arrive, how often and when, which is difficult to establish when everything comes down a phone line.

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Works with what you run

Salesforce
HubSpot
Zendesk
Freshdesk
Microsoft Teams
Slack
Zapier
n8n
Google Sheets
Mailchimp
Twilio
OpenAI

Cue works alongside the systems you already have. Connections are built through workflows, HTTP requests and webhooks, with an API for anything not on the list.

Plenty of suppliers start with no integration at all, run one of the three use cases, and connect it properly once they can see the volume.

Browse all integrations

Questions suppliers ask

Keep it. This is not a replacement for the platform your advisors work in, and nothing here manages agents or phone lines. It takes the contacts that never needed a call and moves them somewhere cheaper, which leaves your advisors on the ones that did.