One inbox for every channel
A multi-channel service business
Every customer conversation in one place, with replies drafted for a person to approve.
The problem
Customers wrote in over several WhatsApp numbers and other chat apps. The owners only saw the real cost when they went back through old messages: conversations nobody had answered, adding up to tens of thousands of dollars left on the table.
What it looked like day to day
- Each number and app had to be checked separately, and one message in ten never got a reply.
- Customers could wait up to a day for an answer, and by then many conversations had gone dead.
- Staff spent hours writing out answers to the same questions, again and again.
- Nobody could see the problem from day to day. It only showed when someone went back and read through the old messages.
What we changed
We brought every channel into one queue, defined who answers what, and set the rules for when a reply can be drafted automatically and when a person has to write it.
What we built
- One inbox across all chat channels and numbers.
- Replies drafted automatically, always approved by a person before they go.
- Reminders and tags so nothing waiting on an answer is forgotten.
The result
Within a month, response time fell from 24 hours to 3, missed replies went from 10% to zero, and customer satisfaction rose 30%.
A message now means a live conversation, not one that may already be lost. The repeat questions stopped eating the day, and customers hear back while they still care about the answer. The team can finish work knowing nobody was left waiting, and nobody has to dig through old threads to find out what it cost them.
Next step
Let's find your hours
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