TCS Automates Customer Queries with Eocean's WhatsApp API
Eocean’s WhatsApp API helped TCS automate queries, cut call volumes, and deliver faster customer experiences.
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Scaling Service with Eocean Expertise
Eocean’s leadership shares how WhatsApp API empowered TCS to modernize communication, reduce pressure, and build customer trust across millions of daily interactions.
Customer Stories, Straight From the Source
Watch and listen to how leading brands across industries are scaling with Eocean’s SMS, Voice, and WhatsApp solutions.
Impact That Lasts
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.
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About TCS
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.
Customer Service Bottlenecks
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.
Breaking Service Barriers
Outdated channels restricted TCS from offering instant, reliable communication, leaving customers dissatisfied and support teams overwhelmed with repetitive queries and operational pressure.
Core Issues Holding TCS Back
- Shipment updates delayed customer confidence.
- Call centers swamped with routine queries.
- Service limited to calls and branches.
- Repetitive requests drained efficiency and focus.
WhatsApp API for Smarter Customer Support
With Eocean’s WhatsApp API, TCS automated shipment tracking, rates, complaints, and accounts — giving customers 24/7 service while reducing strain on call centers.
Tracking
Customers track shipments instantly on WhatsApp, avoiding call delays and receiving real-time updates effortlessly.
Rates
Automated replies deliver domestic and international estimates, easing workloads and keeping customers informed instantly.
Support
Customers lodge complaints or open accounts directly, with chatbots managing basics and agents handling escalations.
Customer Experience Reimagined
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.
