WhatsApp chatbots b7 Customer support
WhatsApp chatbot vs call centre: which is better for South African businesses?
For many customers in South Africa, WhatsApp is more natural than email or phone. The question is not whether to use WhatsApp or a call centre, but how to combine them intelligently.
Where WhatsApp chatbots shine
- Handling FAQs and simple enquiries instantly, 24/7.
- Capturing leads after hours instead of losing them.
- Guiding customers through simple workflows (quotes, bookings, status checks).
Where humans are still essential
Complex, emotional or high-value conversations are still best handled by people. A good setup uses a chatbot to filter and gather context, then hands over smoothly to your team when needed.
Blending both for the best experience
The most effective setups in South Africa use WhatsApp chatbots for first-line support and data capture, backed by a responsive human team for more complex issues. That way you reduce pressure on your call centre without sacrificing service.