Problems with WhatsApp? In the new version of the app for Android there is a new way to talk to customer service
In the latest version of WhatsApp there is a great news: In-App Support, which is support directly within the app to be used when there are problems with WhatsApp or the app doesn’t work.
The new feature is contained within version 2.20.202.7 of the WhatsApp app for Android, which is a version reserved for beta testers. In-App support is currently in its embryonic state and it’s unclear when it will (and if it will) be made available to the general public. Like many innovations that WhatsApp tests in its beta versions, however, In-App Support means that the developers have intercepted a need from users and are working on a possible solution. It’s likely, therefore, that sooner or later something like this will arrive on the official app.
WhatsApp: how the In-App Support works
In practice, the support within the WhatsApp app consists of a new screen, within Settings > Help > Contact Us. In this screen you can enter a description of the problem, include information about your smartphone if you want (useful in case of technical problems or incompatibility between your device and the app) and, at the bottom, there’s a new message for the user: “We’ll answer you in a WhatsApp chat”.
Support, then, moves directly into the app, with a technician trying to give solutions to our problems. The technician, of course, will not have access to our conversations or contacts to protect our privacy.
How WhatsApp tech support works
In comparison to the current WhastsApp tech support, In-App Support is a nice change. Today, in fact, by accessing Settings > Help > Contact Us we are directed to a wizard made of standard questions/answers such as “I can’t connect to WhatsApp!” or “Verify phone number”.
Alternatively you can send an email to [email protected], or do the same procedure described for smartphones from a browser, via the official WhatsApp website.
Will we chat with bots?
Certainly, it is also possible that the new In-App Support will be at least partially automated: it is indeed likely that the “first approach” between user and customer service will happen precisely through a bot programmed to ask the usual questions and skim users and problems, referring to the human technician only the cases that have a real need for direct assistance.