Omnichannel Customer Engagement Platform

The Challenge

Customer service agents were switching between five different tools to handle a single customer's inquiry that had started on Instagram and moved to WhatsApp. There was no unified customer history — the same customer appeared as five different records across five systems. Management had no consolidated view of response times, channel volume, or agent performance.

What We Built

We built a unified agent workspace where all channels — WhatsApp Business API, email (IMAP/SMTP), Instagram Graph API, live chat widget, and marketplace APIs — feed into a single conversation thread per customer. A customer identity resolution layer merges contacts across channels. Agents see full conversation history regardless of channel. Supervisors have a real-time dashboard showing agent load, response times, and channel breakdown. Auto-routing assigns conversations based on agent skill tags and availability.

The Outcome

Average first response time dropped from 14 minutes to 3 minutes. Customer satisfaction score increased by 28 points. Agent handling capacity increased by 2.4× through elimination of tool-switching. The platform now manages over 15,000 customer conversations per day across all channels. Abandoned conversation rate dropped by 61%.