eocean’s WhatsApp API helped TCS automate queries, cut call volumes, and deliver faster customer experiences.
eocean’s leadership shares how WhatsApp API empowered TCS to modernize communication, reduce pressure, and build customer trust across millions of daily interactions.
Watch and listen to how leading brands across industries are scaling with eocean’s SMS, Voice, and WhatsApp solutions.
Chief Marketing & Communications Officer(K-Electric)
Senior Marketing Segments Manager (PTCL)
CEO (Habib Insurance)
Head of CS (TCS)
By implementing eocean’s WhatsApp API, TCS automated 55% of customer queries, including shipment tracking and rate checks. Tracking updates became 60% faster, call center complaints dropped by 40%, and customers gained round-the-clock access to support. These improvements directly addressed industry challenges, enhancing trust and delivering measurable customer satisfaction at scale.
24/7
As Pakistan’s leading logistics provider, TCS manages millions of shipments every day. To improve efficiency and customer experience, it turned to eocean for a secure, scalable, and automated communication solution.
TCS was inundated with daily shipment queries, rate requests, and complaints. Overloaded call centers meant slower responses and frustrated customers. Limited accessibility forced people to rely on phone or physical branches, making the experience inconvenient. These challenges strained operations and eroded trust — highlighting the urgent need for a smarter, automated, and customer-friendly communication solution.
Outdated channels restricted TCS from offering instant, reliable communication, leaving customers dissatisfied and support teams overwhelmed with repetitive queries and operational pressure.
With eocean’s WhatsApp API, TCS automated shipment tracking, rates, complaints, and accounts — giving customers 24/7 service while reducing strain on call centers.
Customers track shipments instantly on WhatsApp, avoiding call delays and receiving real-time updates effortlessly.
Automated replies deliver domestic and international estimates, easing workloads and keeping customers informed instantly.
Customers lodge complaints or open accounts directly, with chatbots managing basics and agents handling escalations.
With eocean’s WhatsApp API, TCS transformed service delivery. Over half of customer queries became automated, call center loads eased, and customers gained 24/7 access. The result: faster resolutions, happier customers, and TCS positioned as Pakistan’s customer-first logistics leader.
