WhatsApp

The problem

WhatsApp is where many customers prefer to talk to a business, and where many businesses struggle most. Messages arrive at all hours, answers vary from person to person, and leads go cold while someone is busy. Replying quickly and consistently at scale is hard for a small team to do by hand.

How I approached it

I designed WhatsApp automation and chatbot flows around the most common customer needs: the questions that come up again and again in support, and the first steps of a lead conversation. Each flow was built to answer quickly, collect what the business needs, and hand over to a person when the conversation calls for one.

I prioritized features by user impact and effort, shipped in small steps, and kept turning real user conversations into roadmap priorities by listening for the pain points customers described in their own words. Because chatbots share the platform with calling and the CRM, conversations land in the same customer record.

The outcome

Businesses can automate customer support and lead generation on WhatsApp, responding faster and more consistently without adding headcount.

What it taught me

A chatbot is judged by its worst conversation, not its average one. Good handover design matters more than clever replies.