Guides
How to run customer service well
Practical guides from the team behind Texa Desk, written for businesses in Nigeria and across Africa. Useful whatever software you use.
-
Photo: nappy WhatsApp customer service: a practical guide for Nigerian businesses
How to run customer service on WhatsApp properly: the Business app or the API, the 24-hour window, message templates, opt-in, messaging limits, quality rating, voice notes and a shared inbox for your team.
Read the guide -
Photo: MART PRODUCTION How to bring AI into customer service safely
A step-by-step way to let AI answer customers without risking your reputation: start from real conversations, write down what good looks like, run in shadow mode, go live in steps, and hand over well.
Read the guide -
Photo: Abdullahi Sow How to add live chat to your website
Add live chat to your website step by step: decide who answers and when, create a website inbox, paste one line of code on WordPress, Shopify or any site, recognise signed-in customers, and measure the results.
Read the guide -
Photo: Sora Shimazaki Customer service metrics that matter
What first response time, resolution time, first contact resolution, reopen rate, CSAT, NPS and handover rate mean, how each is calculated, and how to set targets that fit WhatsApp, live chat and email.
Read the guide
Also useful
- Customer service glossary Plain definitions of the words you meet, from CSAT to the WhatsApp customer service window.
- Questions and answers Direct answers about Texa Desk: languages, safety, pricing, data and integrations.
- Help centre Step-by-step help for people already using Texa Desk.