Author of this article：Fiona

——"Mr. Zhang, 5 customer services logged in to WhatsApp to reply to messages at the same time, but as a result, 17 customers were repeatedly replied to, and 3 high-intention orders were yellow because no one followed up! ”When the head of operations of Zhang Lei, a cross-border clothing seller, reported, he was staring at the backstage: two personal accounts used for mass distribution were suddenly blocked, and there were 800 + old customer contact details accumulated in 2 years, which means that at least 150,000 potential revenue will be wasted.

This is not an example. Meta Official dataIt shows that more than 43% of cross-border enterprises have restricted accounts due to “multiple people sharing personal accounts” and “disordered collaboration”. Zhang Lei's dilemma is precisely the core pain point of cross-border teams using WhatsApp as a customer service: they want to rely on multi-person collaboration to carry the peak traffic, but they are afraid of improper operation and title; they want to make the division of labor between customer service clear, and they are worried about customer information leakage; they want to rely on multi-person collaboration to carry the peak traffic, but they are afraid of improper operation and title.Cross-time zone coverageGlobal customers, but they always lose key conversations in the handover.

With the rapid development of cross-border e-commerce and multi-channel business，WhatsApp It has become the core channel for enterprises to communicate with customers. However, when companies use WhatsApp Business for multiple people, they often face challenges such as chaotic account management, missing messages, and inefficient teamwork. This article will disassemble the system and the method used by multiple people in WhatsApp Business, and will reveal how to pass Mixdesk And other tools to achieve the dual goals of customer growth and risk prevention and control, to help enterprises achieve efficient collaboration and improve customer satisfaction.

Foreword

WhatsApp Business is the official business communication solution launched by WhatsApp for companies, designed to help companies communicate efficiently and professionally with customers. Compared toPersonal edition WhatsApp，Business versionIt provides more enterprise functions and significantly strengthens the ability of teamwork. Among them, the multi–device login function has been expanded from 2 devices in the early days to up to 4-10 devices online at the same time, completely changing the siloed operation model of “one person, one person” in the past. Enterprise administrators can assign login permissions to team members through the “Settings–Account–multi-device” path, support cross-device synchronization of Android, iOS, Windows, and macOS, and realize efficient reply on the computer side and seamless connection between mobile office on the mobile phone side. With the support of WhatsApp Business API, companies can use third-party platforms (such as Mixdesk ) To achieve “one background management of multiple accounts”aggregateThe function solves the problem of cumbersome switching of traditional personal numbers and decentralized data.

1. Common scenarios for WhatsApp Business to be used by multiple people

In practice, enterprises usually use the following multi-person usage methods：

2. The core challenges of using WhatsApp Business for multiple people

In the environment of cross-border e-commerce and multi-channel operations, companies usually need multiple people to collaborate and use WhatsApp Business to handle customer inquiries. However, with the increase of team size and customer volume, the challenges posed by multi-person use have gradually emerged, mainly in the following aspects：

1. Uneven distribution of messages

When a large number of customer inquiries flood in at the same time, if there is no scientific automated distribution mechanism, it is prone to “high-value customers are ignored and low-value customers are repeatedly followed up”. This not only reduces the overall conversion rate, but may also cause a decrease in customer experience and increase the risk of customer churn. For example, if some potential large-scale purchasing customers miss timely follow-up, the company may lose important orders, affecting long-term earnings.

2. Chat history is scattered

When multiple people share the same account, chat records are distributed on different devices, making it difficult for management to monitor the processing of each message in real time. The problems caused by this decentralization include: the lack of effective data to support decision-making, the difficulty of detecting service quality problems in a timely manner, and the inability to accurately evaluate employee performance, increasing management complexity.

3. Title risk

WhatsApp has strict prevention and control of account security and indiscriminate issuance, and multi-person operations increase risks.：

• Multi-device or cross-regional login: Frequent switching of devices or logging in to the same account in different regions at the same time can easily trigger the platform's risk control mechanism, resulting in temporary restrictions or bans on accounts.
• Mass messaging is not standardized: Sending mass messages directly without user authorization or without hierarchical policies is easy to be reported as spam by users, further increasing the risk of title.

4. Low teamwork efficiency

In the absence of a unified workbench and rights management, team members may process the same customer repeatedly or miss key messages, resulting in a waste of resources. At the same time, the increase in internal communication costs makes it difficult for managers to quickly understand the overall operating status of the team, which affects the efficiency of decision-making. The above problems directly affect the quality of customer service, sales conversion and operating costs of enterprises. In a multi-person collaborative environment, enterprises must look for ways to achieve unified message management, intelligent distribution, automated processes, and security protection.solution, In order to make WhatsApp Business truly an efficient customer communication tool.

3. Practical skills for multi-person use of WhatsApp Business

4. WhatsApp multi-person solution provided by Mixdesk

Based on the previous analysis, it can be seen that relying solely on WhatsApp Business has obvious limitations in terms of functionality and cost control, making it difficult to support the growth needs of enterprises in large-scale operations. On the contrary, if auxiliary tools can be flexibly introduced, the effect of “doubling with half the effort” can be achieved. To Mixdesk For example, it not only allows enterprises to easily complete the multi-person collaboration of WhatsApp Business, but also through automated and intelligent means.Reduce labor costs, Comprehensively improve the customer experience, and build an efficient customer service system covering all channels, so as to truly build WhatsApp into an enterprise growth engine.

1. Multi-channel integration

• No need for development team support, support for multiple WhatsApp Business accounts / Facebook accounts / Instagram accounts to aggregate and synchronize unified management. At the same time, companies can view and reply to Facebook dynamic comments directly in the background to avoid missing potential inquiries on social platforms.
• Through the use of independent IP and simulated Web login technology, the title problems caused by inter-account association and frequent switching are avoided, and operational risks are reduced.

2. Automated workflow

• The combination of basic quick response and AI capabilities helps automatic processing of high-frequency tasks
• Enterprises can also customize rules for high-frequency business scenarios and build a full-process automated response logic, such as automatically performing hierarchical customer marking and assigning customer service.

3. Data-driven optimization

• Real-time monitoring of customer service performance and customer satisfaction
• Facilitate continuous adjustment of rules and improve team efficiency

4. Rights and security management

• Support for assigning permissions by role
• Protect customer data security
• Meet global privacy regulations such as the GDPR

Conclusion: Turn on the easy mode of WhatsApp multiplayer collaboration

With the deepening of global social commerce, WhatsApp Business has evolved from a simple communication tool to an important part of an enterprise's digital infrastructure. Those companies that can take the lead in mastering the essence of multi-person collaboration and balancing efficiency and safety will gain a significant advantage in cross-border competition. And a good teamwork system should allow customers to feel the existence of “multi-person service”, but to obtain a consistent professional experience -this is exactly Mixdesk Can provide you with. use Mixdesk Let WhatsApp Business truly become an enterprise growth engine, improve customer response efficiency and teamwork, and achieve high-qualitycustomerexperience.

Mixdesk is an overseas multi-channel intelligent customer communication platform that can unify multiple channels such as Facebook, Instagram, WhatsApp, Line, Telegram, and Email to help companies communicate and serve customers. Mixdesk also supports AI employee functions, allowing enterprises to achieve more efficient automated customer service.

Consult now