Home / Services / WhatsApp, Email CRM & ticketing
Web & app development
WhatsApp, Email CRM and ticketing
The cheapest revenue in your business is the customer you already paid to acquire. Most brands spend everything on acquisition and almost nothing here.
How this works
In India and the UAE, WhatsApp does what email does elsewhere — open rates are far higher, and it is where customers actually reply. Email still carries the longer-form and transactional work.
We build both into one lifecycle programme, with segmentation that means people are not getting messages irrelevant to them — and a shared ticket queue behind it, so a reply on WhatsApp and a reply by email are not two different conversations with the same customer.
Scope
What is included
WhatsApp Business API setup
Provider selection, number verification, template approval and opt-in flows that comply with platform policy.
Lifecycle journeys
Welcome, onboarding, post-purchase, win-back and reactivation sequences triggered by real behaviour.
Abandonment recovery
Abandoned cart, abandoned search and abandoned booking flows — usually the fastest revenue in the whole programme.
Transactional messaging
Order and booking confirmations, reminders, delivery and travel updates.
Segmentation
Behavioural and value-based segments so broadcasts stop going to everybody.
Lead routing
Enquiries assigned to the right salesperson with context attached, and follow-up chased automatically.
Support ticketing system
WhatsApp, email and web form enquiries pulled into one queue, with owners, statuses, priorities and response-time targets — so nothing sits unanswered over a weekend.
Canned replies and escalation
Templated answers for the questions you get daily, and a clear escalation path for the ones you do not.
Where we do this
CRM and support inbox
One queue for WhatsApp, email and web enquiries, with assignment, status, priority and first-response targets, and lifecycle journeys behind it.
What we report on
The numbers we are judged on.
Recovered revenue
From abandonment flows, attributable and separate.
Repeat purchase rate
The metric CRM exists to move.
First response time
On the support queue — the number customers actually feel.
Faster lead response
Which is usually the whole difference in close rate.
Questions
Before you enquire
Does WhatsApp marketing cost per message?
Yes, Meta charges per conversation and rates vary by category and country. We model the cost against expected return before you commit.
Can we message anyone?
No. Opt-in is required and templates need approval. Building the opt-in properly is part of the work.
Which platform do you use?
Depends on your volume and stack — we have worked with several BSPs and will recommend on fit rather than partnership.
Is the ticketing system separate software?
It can be either. We will configure a helpdesk tool you already pay for, or build the queue into your own admin panel when you want tickets sitting next to the order or booking they relate to.
Related services
Tell us the number you need to move.
Send us your site and your current spend. We will come back with what we would change first, and what it would take. No cost, no pitch deck.