Tactical Execution for WhatsApp Support

TACTICAL EXECUTION FOR WHATSAPP SUPPORT

The WhatsApp Support line serves 3 main objectives:

1. Assist with Support Enquiries

The WhatsApp support number for each country should be included in all marketing and promotional assets for teachers and students. This number allows them to reach out to us over WhatsApp and ask any questions during the Challenges.

Most of these questions will be support related, where users are struggling with the registration process or submitting challenges during the week. It also serves as a platform where users can let us know if they’re experiencing any system errors or Challenge related issues.

2. Sharing IMPORTANT information about Wavumbuzi during special online events

We’ve used the WhatsApp Support platform to distribute important information to key stakeholders during online information sessions. For example, during the District Education Officer info session during Rwanda Edition 1, we asked DDE/DEOs to send a direct WhatsApp message to our support number. Once they did, we could respond immediately through the Support Inbox, with the help of support agents. Our response included 3 consecutive messages that included a promotional video, a recruitment message the DDE/DEOs could share with their district teachers, and more information about the Challenge.

3. Marketing Template Messages

This functionality hasn’t been used actively during any Wavumbuzi Challenge, but it promises to add immense value to the platform once set up.

It allows us to use the WhatsApp Support Platform similar to SMS - just more cost-effectively. It means that we’ll be able to initiate contact with teachers & students if they’ve opted-in to receive WhatsApp communication from us. Messages shared as templates are highly regulated by Facebook and have to comply with a very strict set of rules.