Plub's Leap to an Exceptional Customer Experience with Witbor
Plub needed to modernize its Customer Experience operation to deliver faster, more organized, and scalable support. Together with Witbor, it implemented Zendesk integrated with WhatsApp through Witalker, bringing every support channel together on a single platform. The solution streamlined ticket management, improved traceability of every conversation, and increased the support team's productivity, delivering a consistent experience for its customers.
The Business Challenge
Plub's growing customer base called for modernizing its support area so it could manage its multiple channels, especially WhatsApp, in an organized, agile, and trackable way. The company needed a platform that centralized every conversation and customer history, plus automation of manual tasks to improve agents' response times. The goal was to implement an omnichannel solution combining technology and efficiency to sustain service quality and improve everyone's experience as the business expanded.
Witbor's Strategic Solution
Witbor designed and implemented an end-to-end solution built on Zendesk Support, integrated with WhatsApp through Witalker, enabling omnichannel support in one place, automation of repetitive processes, better case traceability, and a 360° view of the customer.
“Witalker adapts to the way we communicate in a way we never achieved with other tools”
Leticia Fernández | CX Coordinator | Plub
Our Impact
Concrete, Measurable Results
- Centralization of all digital channels.
- Higher CX team productivity.
- Better traceability of every interaction.
- Faster response times.
- A better experience for the end customer.
