Case Study: DR Couriers achieves 80% reduction in wait time and seamless omnichannel support with Engati

How DR Couriers improves logistics support with Engati

DR Courier struggled with fragmented customer inquiries across phone calls, WhatsApp, email and other channels, making it hard for agents to hop between channels and maintain conversational context. They partnered with Engati, deploying Engati’s live chat and OneView omnichannel inbox to centralize interactions and onboard agents quickly.

Engati’s solution let agents and bots respond with context from previous conversations and operate across channels from a single inbox. The deployment delivered measurable impact: an 80% reduction in wait time and 36% of users preferring WhatsApp over other channels, improving response speed and customer engagement.

DR Courier