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How ENI Networks Enhanced Customer Support with Wati's WhatsApp Automation

EMI networks
Before Wati
Fragmented Customer Communication

ENI Networks relied on multiple channels, but manual WhatsApp management made it difficult to scale customer interactions, leading to inconsistent and inefficient communication.

Inefficient Ticket Resolution

With 45,000 customers, manually handling support requests caused delays in issue resolution, which impacted customer satisfaction and strained the customer experience team.

Lack of Centralized WhatsApp Operations

WhatsApp lacked automation, making it difficult to track inquiries and ensure consistent customer service.

After Wati
Streamlined WhatsApp Communication

Wati centralized WhatsApp interactions, allowing customers to connect through a single official number. This automated workflow enhanced efficiency and reduced response times.

24/7 Self-Service Chatbot

A WhatsApp chatbot handled FAQs, payments, cancellations, and troubleshooting, verifying identities via API, cutting human intervention.

Scalable Customer Support & Sales

Wati's automation enabled ENI Networks to manage thousands of interactions monthly.

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Introduction

About ENI Networks

ENI Networks is a leading internet service provider in Mexico, offering high-speed internet solutions for both residential and business customers. Established nearly a decade ago, the company serves 45,000+ customers across the country, with 20 offices supporting its operations. The company specializes in secure internet access, TV streaming services, and enterprise networking solutions.

As a company dealing with massive service operations, ENI Networks receives a high volume of customer inquiries daily. To enhance efficiency, they sought a robust communication platform to streamline WhatsApp interactions while maintaining a human touch when needed.

habbuild customer communication

Why ENI Networks Chose Wati

After evaluating multiple solutions, including ManyChat, Twilio, and Pressbot, ENI Networks selected Wati because:

  • Specialization in WhatsApp: Unlike other platforms, Wati is designed specifically for WhatsApp business automation.

  • Competitive Pricing: Wati offered a cost-effective solution with rich features.

  • Ease of Use: The no-code chatbot builder made it easy for the team without technical expertise to deploy automation.

  • Powerful API Integrations: ENI Networks seamlessly integrated Wati with internal databases, enabling real-time service verification, billing inquiries, and automated ticket routing.

Transforming Customer Experience with Wati

Automated Customer Support & Ticketing

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ENI Networks implemented a structured WhatsApp chatbot that handles thousands of inquiries monthly, including:

  • Service status verification:
    Customers can check if their internet service is active, suspended, or pending payment.

  • Troubleshooting & issue reporting:
    Customers can report service disruptions, and the bot validates payment status before proceeding.

  • Service cancellations:
    Users can initiate cancellation requests and receive automated guidance on the process.

When the bot cannot resolve an issue, the inquiry is escalated to a human agent within the customer experience team.

Automated Payment Reminders & Collection Notices

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ENI Networks leverages Wati’s broadcast feature for efficient payment communication:

  • Monthly invoice reminders –
    Customers receive timely notifications about their upcoming payments.

  • Payment due alerts –
    Automated messages ensure customers are aware of their pending dues.

  • Service suspension warnings –
    Alerts notify users about potential service interruptions due to non-payment.

If a customer responds, the chatbot provides account balance details and facilitates issue resolution. If further assistance is needed, a human agent steps in.

Advanced API Integrations & Workflow Automation

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To enhance efficiency, ENI Networks integrated Wati with multiple internal systems:

  • CRM & Payment Systems:
    The bot checks service status, outstanding balances, and payment history.

  • Microsoft Teams Integration:
    When customers inquire about installation dates, the bot sends real-time updates to the internal infrastructure team through Microsoft Teams.

  • PBX System Sync:
    Calls made to the call center can trigger WhatsApp messages with service details, ensuring a seamless cross-channel experience.

Standardized Communication Design

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ENI Networks ensured a consistent, professional brand voice across customer interactions by developing a unified strategy for Wati-powered messages.

  • Branded Messaging Templates:
    Visually appealing, standardized WhatsApp templates for payment reminders, alerts, troubleshooting, and promotions.

  • Consistent Tone & Language:
    A style guide defines tone, structure, and formatting for clarity and professionalism.

  • Integration with Workflows:
    Predefined responses enhance support efficiency.

  • Multichannel Adaptation:
    Standardized messaging extends to email, social media, and app notifications, reinforcing brand trust.

The Results

  • 8 active bots handling customer interactions daily.

  • 6,015 cases resolved in February, averaging 4,000 per month.

  • Thousands of WhatsApp messages sent monthly for payment reminders and service updates.

  • Service termination warnings significantly reduced non-payment-related cancellations.

  • 4,000+ cases manually resolved by human agents in the last three months. Manual case resolutions have steadily improved, rising from 2,000+ in December to 2,500+ in January and nearly 4,000 in February.

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“Wati has transformed how we communicate with our customers. By automating key interactions, we’ve significantly improved efficiency, reduced support workload, and enhanced customer satisfaction. The ability to mix bots with human intervention has been crucial in handling special cases effectively and ensuring that, when needed, customers can speak to a real person. Additionally, WhatsApp reminders and automated service inquiries have streamlined our operations, ensuring customers have the information they need at their fingertips.”

Quauhtli Martínez

CIO of ENI Networks

Conclusion

Wati enabled ENI Networks to streamline customer support, scale WhatsApp interactions, and reduce response times, enhancing overall efficiency. The self-service chatbot automated key processes like payments, troubleshooting, and cancellations, significantly reducing human workload while ensuring quick issue resolution. By integrating Wati with internal systems, ENI Networks achieved real-time service verification, automated ticketing, and proactive customer engagement, leading to a more seamless customer experience.

With a dual-account strategy for better workflow organization and broadcast messaging for payment reminders and service updates, ENI Networks optimized both customer interactions and operational control. Wati’s specialized WhatsApp automation proved to be a cost-effective and indispensable solution, helping the company enhance service quality while maintaining a human touch when needed.