In the fast-paced world of digital consulting, client communication is not just important—it is mission-critical. For one UK-based consultancy firm, managing multiple communication channels was leading to missed messages, scattered workflows, and a growing number of frustrated clients. That was until they discovered conXhub’s WhatsApp Ticketing feature. This case study explores how a modern consultancy leveraged conXhub to improve client satisfaction by over 40%, streamline operations, and boost team productivity.
The Communication Challenge
Established in 2017, the consultancy firm specializes in helping startups and SMEs scale their digital presence. With a growing client base, the team found themselves overwhelmed by communication coming from different directions—emails, phone calls, and increasingly, WhatsApp messages.
“Clients love WhatsApp because of its immediacy,” said the head of client services. “But on our end, coordinating responses and tracking issue resolution was becoming a nightmare. We had no way to assign messages, track conversations, or integrate them into our existing workflows.”
The lack of structured WhatsApp communication was leading to longer response times, duplicate work, and ultimately, reduced customer satisfaction.
The conXhub Intervention
After evaluating several platforms, the consultancy chose conXhub, drawn by its unified communication capabilities and the unique WhatsApp Ticketing system. The implementation was smooth and surprisingly fast—completed in less than 48 hours with the help of conXhub’s onboarding specialists.
Key features that immediately made an impact included:
- Centralized WhatsApp communication into one team-accessible dashboard
- Ability to assign, tag, and resolve WhatsApp messages like support tickets
- Real-time alerts when client messages are received
- Analytics to monitor response times and service quality
Before and After: Real Results
The consultancy started seeing tangible improvements almost immediately. Within the first month of deployment:
- Client satisfaction scores improved by 40%, based on post-resolution surveys.
- Average response time dropped from 4 hours to under 30 minutes.
- Resolution rate increased by 35%, thanks to ticket assignment and tracking.
“Our clients noticed the difference right away,” reported the operations manager. “They felt heard and supported, and that’s invaluable.”
Staff Experience and Operational Gains
The consultancy’s internal team also benefited significantly. Team members were no longer duplicating responses or missing messages. The WhatsApp Ticketing system allowed for clear ownership of each client inquiry, reducing internal confusion.
“We noticed a 20% drop in overtime hours almost immediately,” said an account lead. “Our team was spending less time chasing down conversations and more time delivering value to clients.”
Lessons for Other Consultants
If you’re a consultant dealing with multiple clients and communication channels, this case study offers a clear takeaway: managing WhatsApp interactions professionally can no longer be an afterthought. As more clients move to instant messaging platforms, you need tools that treat these interactions with the same structure and accountability as any other support channel.
With conXhub’s WhatsApp Ticketing feature, consultants gain the tools to manage, measure, and optimize every WhatsApp conversation. The result? Happier clients, more productive teams, and a stronger brand reputation.
Your consultancy can experience similar results.
Conclusion
In an industry where time is money and reputation is everything, digital consultants cannot afford to let client communication fall through the cracks. conXhub’s WhatsApp Ticketing feature proved to be a game-changer for this UK consultancy, delivering measurable improvements in efficiency and client services.
Ready to transform your client communication workflows? Request a personalized quote from conXhub today and see how WhatsApp Ticketing can work for your consultancy.
