USA Wholesale, a distributor of beauty products, was facing a challenge with its customer support operations. The company had been using WhatsApp to manage its support operations, with agents manually responding to every customer inquiry. This approach had worked in the company’s earlier years when it was smaller. However, as USA Wholesale began to grow its customer base, it became clear that manual support was too time-consuming and didn’t scale well with its operations. Agents had to answer common questions repeatedly, regardless of whether the lead was qualified or unqualified, which was an inefficient use of their time. The increase in demand for its products led to a rise in customer support inquiries that the team manually managed through a WhatsApp Business account. This was time-consuming and tedious for agents. USA Wholesale knew it needed a centralized system to scale more efficiently and improve its customer support.