Laptech
B2B & IT Services
Laptech: Support Tickets Triaged on WhatsApp
IT services client support moved repeat FAQs to chatbot rules and assignment queues — project managers read full WhatsApp history before every client call.
Last updated: 2026-07-22
FAQ bot
Deflects repeat questions
Assignment
Rules by queue
Full history
Before every client call
CRM sync
Chats next to tickets
The Challenge
Clients opened tickets on WhatsApp and expected email-speed replies. Personal numbers meant lost context; managers could not coach follow-ups from CRM alone.
The Solution
Shared business inbox with assignment rules and chatbot FAQs for repeat questions. Agents escalate with full transcript. CRM logging keeps WhatsApp next to the deal or ticket record.
"Project managers read the full conversation history before every client call — that alone cut a lot of back-and-forth."