Case Study: ENI Networks achieves faster customer support with Wati WhatsApp automation

eni Networks resolves 6,015 cases in February with WATI

eni Networks, a leading internet service provider in Mexico, faced challenges with fragmented customer communication and inefficient manual handling of support requests for its 45,000 customers. To scale its WhatsApp interactions and improve ticket resolution, the company sought a robust solution and chose Wati for its specialized WhatsApp business automation.

Wati implemented a centralized WhatsApp system featuring a 24/7 self-service chatbot to handle FAQs, payments, and troubleshooting. This solution, integrated with eni Networks' internal systems, automated customer support and payment reminders. The results were significant, with Wati helping to resolve an average of 4,000 cases per month and manually resolved cases rising to nearly 4,000 in February alone, greatly enhancing efficiency and customer satisfaction.

eni Networks