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News : Essent to Use WhatsApp for Customer Service
July 7, 2014 -- Dutch utilities group Essent is testing the mobile chat app WhatsApp as a customer service channel. Essent said the first experiences in the two-month trial have been positive.
Call centre staff will be available during office hours to respond to customers over Whatsapp. Essent said it's the first major Dutch company to use the app for customer service.
According to research by Telecompaper, over 80 percent of Dutch smartphone users have WhatsApp installed on their phone.
Posted by Veronica Silva Cusi, news correspondent
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