Eboxtenders Reduces Technical Support Resolution Time by 50% via WhatsApp Intake
Cloud infrastructure provider Eboxtenders deployed Botinx to structure preliminary technical support requests, allowing tier-2 engineers to resolve issues faster.
Faster issue diagnosis and fix deployment
Tickets resolved on first technical touchpoint
Support satisfaction rating on WhatsApp
The Challenge Before Botinx
Incoming enterprise IT support tickets lacked essential server logs, software versions, and error codes, requiring extensive back-and-forth communication.
How Botinx Solved It
Eboxtenders built an automated WhatsApp triage bot that captures server environment details, severity levels, and screenshot attachments before alerting on-call engineers.
Key Results & Business Impact
- Decreased average ticket resolution latency by 50%.
- Achieved 72% first-contact resolution on routine infrastructure issues.
“Technical support requests come in with all the preliminary details, allowing our engineers to resolve issues faster.”
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