Case Study: Airbox Express achieves automated omnichannel order tracking and centralized customer service with net2phone (uContact)

Airbox - Customer Case Study

Airbox, a Panama-based e‑commerce and retail company, needed to optimize and automate customer communications about online order status, billing and account queries that were previously handled across separate channels. To address this, Airbox deployed net2phone’s uContact omnichannel solution (voice plus digital channels) to centralize interactions and enable faster, self-service access to information.

net2phone implemented uContact with omnichannel routing and custom ChatBots on WhatsApp Business and Live WebChat, creating a pre-service workflow that automates order-tracking and account-balance inquiries. The deployment fully automated routine customer flows, centralized communications, reduced time spent on customer service, improved agent utilization for personalized calls, and allowed customers to get real-time order status without relying exclusively on human agents.

Airbox

Diego Henríquez

Technology Assistant