WHATSAPP CUSTOMER CARE
Handle enquiries, approved information, availability, bookings, changes and incomplete-conversation follow-up.
SERVICE 02 DIGITAL CUSTOMER CARE
Keep customer context connected across digital channels.
One customer. Multiple channels. One continuous conversation.
HEAR.ON can manage WhatsApp, email, website chat and approved social messages so enquiries, bookings, requests and escalations follow one defined process.
Supported Channels
Each channel needs approved access, information and response rules.
Customers switch channels naturally. The operation behind them needs consistent answers, shared context, defined response rules and a clear path when a message becomes a booking, complaint, lead or escalation.
EMAIL SUPPORT
Manage written enquiries, service requests, attachments and approved responses with a clear record.
WEBSITE CHAT
Support customers while they are browsing or completing a request, subject to the selected platform and scope.
SOCIAL MESSAGING
Handle approved direct-message channels and move conversations into the correct customer workflow.
Digital Flow
Message. Context. Action. Continue.
01 MESSAGE
Receive the conversation through an approved institutional account.
02 CONTEXT
Identify the customer, prior exchange and actual need.
03 ACTION
Answer, book, capture or escalate within the agreed authority.
04 CONTINUE
Record the outcome and keep the next step visible if the channel changes.
Define the channels and continuity rules first, then choose how the coverage should be resourced and managed.
Find the right operating model →IN PRACTICE
Where digital conversations become customer operations.
A WhatsApp enquiry becomes a booking
The team answers the initial questions, checks the approved availability process and completes or routes the booking without losing the conversation.
An email needs another department
HEAR.ON captures the request, applies the correct category, sends the approved acknowledgement and follows the handover path.
A social message becomes a lead
The customer starts in a direct message. The team identifies the service of interest, captures the required details and moves the lead into the agreed follow-up workflow.
Operating Boundaries
Consistency depends on controlled access and complete records.
Before launch, the parties define institutional accounts, access permissions, supported channels, response windows, approved written content, identity checks, file handling, escalation and the required customer record.
Institutional account ownership and permissionsSupported channels and service windowsApproved written responses and information sourcesIdentity and verification requirementsFile and media handling rulesConversation categories, handover and reporting
HEAR.ON
Discuss Digital Support →Define the channels, access and customer actions you need supported.
We will assess the platforms, permissions, service windows and continuity rules required for the operation.