Problem:

This company’s customer support was fragmented and manual. Their situation included:

• Tickets scattered across WhatsApp and email with no central tracking.

• Average Response rate was between 6/12 hours

• 60% of inquiries repeating the same issue.

• Every response written by manually.

• Support consuming 10+ hours per week.

Solution:

We rebuilt support around their existing channels and automated the repetitive work.

Our system now handles the work by:

• Centralizing all inbound messages into a single database.

• Deploying a WhatsApp chatbot to resolve the repetitive 60% and escalate important cases to a human.

• Adding an email agent that classifies incoming requests and replies autonomously.

• Training both agents on past ticket resolutions so performance improves over time.

This new workflow eliminated manual data entry and created a single source of truth for every ticket.

Results:

• ~60% of tickets resolved automatically.

• Response times shortened down to 1-5 minutes.

• 9+ hours per week freed for the team.

• Full visibility of all requests in one place.