Project Overview
A global retail chain struggled with high customer support costs and slow response times on traditional channels (Email/Phone). They wanted to leverage WhatsApp to provide instant, automated support to millions of customers.
GryphalCode integrated the WhatsApp Business API with their existing Salesforce CRM. We built an AI chatbot using Dialogflow to handle 85% of common queries, while seamlessly transferring complex issues to live agents.
The Challenge
- Overwhelmed support team with 48h+ wait times.
- No single view of customer interactions across channels.
- Difficulty in broadcast messaging for promotions.
The Solution
The solution involved a custom Node.js middleware to bridge the WhatsApp API and Salesforce. We implemented a unified dashboard for agents and a dashboard for marketing teams to manage template-based broadcasts complying with Meta's policies.
Key Results
The client automated 85% of customer queries , reducing wait times from days to seconds. Support ROI increased by x3 within 6 months, and customer NPS scores hit an all-time high.