FlipDesk Blog about customer service, automation, and AI.

Gestora acompanhando operação de atendimento com canais integrados em uma central unificada

Omnichannel customer service: what it is, how it works, and why your company needs it

Understand what omnichannel customer service is, how it works in practice, how it differs from multichannel, and what to evaluate when adopting a platform that integrates channels, teams, and context.

Ryan Oliveira

Social Seller | Sales Executive | B2B and B2C Sales Specialist

04 de abril de 2026 • 12 min read

Gestor acompanhando operação de atendimento multicanal com foco em velocidade de resposta

Average response time (ART): why it impacts your sales and how to improve it

Average response time is not just an operational KPI. It influences conversion, lead follow-up, retention, and perceived quality — and it can be reduced with process, automation, and omnichannel support.

Ryan Oliveira

Social Seller | Sales Executive | B2B and B2C Sales Specialist

04 de abril de 2026 • 13 min read

Gestor analisando uma operação de atendimento no WhatsApp em ambiente corporativo moderno

WhatsApp customer service tools: how to choose the right one for your operation

Learn how to evaluate WhatsApp customer service tools based on maturity, volume, automation, integrations, metrics, security, and scale.

Ryan Oliveira

Social Seller | Sales Executive | B2B and B2C Sales Specialist

04 de abril de 2026 • 11 min read

Gestor de atendimento analisando uma operação de atendimento multicanal organizada.

Customer service mistakes: the main ones and how to avoid them without losing scale

Learn the main customer service mistakes, their impact on SLA, FCR, and satisfaction, and how to fix them with process, context, automation, and omnichannel management.

Gabriel Andrade

CCO | Customer Success | Account Manager

04 de abril de 2026 • 13 min read

Gestora acompanhando atendimento compartilhado no WhatsApp em um painel organizado

How to Split Customer Service Among Multiple Agents on WhatsApp Without Losing Context

See how to organize multiple agents on the same WhatsApp account with shared history, intelligent distribution, context-rich transfers, SLA tracking, and operational visibility.

Gabriel Andrade

CCO | Customer Success | Account Manager

04 de abril de 2026 • 13 min read

Equipe de atendimento empresarial operando conversas em ambiente digital organizado

WhatsApp Business API: what it is, how it works, and when your company should adopt it

Understand what the WhatsApp Business API is, how it works, how it differs from the WhatsApp Business app, and why it has become the right path for companies that need to scale customer service, sales, and support with more control.

Ryan Oliveira

Social Seller | Sales Executive | B2B and B2C Sales Specialist

30 de março de 2026 • 11 min read

Gestor analisando uma interrupção no atendimento por WhatsApp em ambiente corporativo

WhatsApp banned: what to do, how to recover it, and how to avoid another operational disruption

Understand the difference between restriction, blocking, and bans on WhatsApp, see how to request a review, and build a contingency plan so your operation does not stop.

Ryan Oliveira

Social Seller | Sales Executive | B2B and B2C Sales Specialist

30 de março de 2026 • 11 min read

Equipe de atendimento operando em modelo híbrido com visão digital unificada

Customer service models: how to choose the right one for your operation

Compare hybrid, remote, inbound, and multiskill customer service models, understand their impact on SLA, productivity, and customer experience, and see how to structure an omnichannel operation with more control.

Gabriel Andrade

CCO | Customer Success | Account Manager

27 de março de 2026 • 13 min read