Reducing Support Tickets by 40% with WhatsApp Automation
How we implemented a WhatsApp Business API chatbot to handle order tracking, FAQs, and support routing for a high-volume D2C brand.
Client
Rahul Sharma, CEO
Timeline
4 Weeks
The Challenge
The client was receiving 500+ daily support queries across email and Instagram. Over 60% of these were 'Where is my order?' (WISMO) queries. The manual support team was overwhelmed, leading to 12+ hour response times and poor customer satisfaction.
The Solution
We integrated the Meta WhatsApp Cloud API with their Shopify store. We built an AI chatbot that automatically fetched order status based on the customer's phone number. For complex queries, it handed the conversation over to a human agent seamlessly via a shared inbox.
Business Outcome & ROI
Reduced manual WISMO queries by 85%. Overall support tickets dropped by 40%. Average response time for order status decreased from 12 hours to 2 seconds.
Technologies Used
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