自動化客戶支援與工單系統

ENI Networks 實施了結構化的 WhatsApp 聊天機器人，每月處理數千筆查詢，包括：

• 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.

自動付款提醒與催繳通知

ENI Networks 利用 Wati 的廣播功能進行高效的付款溝通：

• 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.

進階 API 整合與工作流程自動化

為了提升效率，ENI Networks 將 Wati 與多個內部系統進行整合：

• 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.

標準化溝通設計

ENI Networks 透過為 Wati 驅動的訊息制定統一策略，確保在客戶互動中維持一致且專業的品牌形象。

• 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.