A WhatsApp and email helpdesk for a delivery company
A parcel-delivery company
- Sector
- Logistics
- Service
- Internal tools & custom web apps
Problem
Customer questions about shipments arrived by email and WhatsApp and were answered from personal inboxes and phones. Nobody had the full history of a customer, and messages got lost between people and shifts.
Approach
We built the communications part of the company’s ERP: a helpdesk that receives email and WhatsApp messages in one shared, real-time view, links them to the customer, and lets the team reply, assign and follow up from the same place, including follow-up messages over WhatsApp. It plugs into the systems the team already used, so support works next to shipments and customers rather than in a separate tool.
Outcome
Support happens in one place that the whole team can see, with the history of every customer at hand, and messages no longer get lost in individual inboxes.
In numbers
- support channels, email and WhatsApp, in one view
- 2
- updates for everyone on the team
- Real time
Stack
- Node.js (Express)
- MariaDB
- React
- Socket.IO
- WhatsApp and email APIs
- Microsoft Graph
Recognise a similar problem in your business?
Book a free call and tell us about it. We will explain how we would tackle it and how quickly a first version could be in production.