How Haulmer supports and sells TUU on WhatsApp

Haulmer serves the merchants that take payments with TUU card terminals. Those merchants write in on WhatsApp for different reasons: some want to buy a terminal, others ask about a support ticket or need help using the device.

With a volume estimated at more than 15,000 customer inquiries a month, Haulmer needed an agent to handle that first line with real access to its systems, and to leave the cases that need a person to its team.

Haulmer integrated Lelemon agents with its internal systems: tickets, knowledge base and customer data. The agent replies inside the WhatsApp chat and checks those sources whenever the conversation calls for it.

Sales and support share the same channel, and the agent switches tasks depending on what the merchant writes.

• Classifies each contactIdentifies the reason for the message to tell a sale from a support topic.
• Answers from the knowledge baseUses Haulmer’s own information to answer usage questions.
• Recommends the right terminalSuggests the terminal that fits each merchant’s case.
• Builds the shopping cartLeaves it ready for the customer.
• Checks ticket statusTells the merchant where their case stands.
• Hands off to a personPasses the case to a representative with the conversation summarized.

The agent handles the first line and resolves what it was allowed to do. When a case needs human judgment, it hands it to a Haulmer representative with the conversation summarized, so the representative starts out knowing what happened and does not ask the merchant again.