How iHAVECPU Scales Customer Support Across 600K+ Monthly Messages
Serving More Customers Without Expanding Operations
iHAVECPU
iHAVECPU is one of Thailand's leading gaming PC and custom computer retailers, serving gamers, creators, and PC enthusiasts nationwide. The brand is known for custom-built PCs, expert technical guidance, and a highly engaged online community across social and marketplace channels.
Operating across Facebook, Instagram, and LINE, iHAVECPU handles six-figure monthly message volume. Every conversation represents a potential high-ticket sale or long-term customer relationship.
Chat team buried in volume. In a single month, iHAVECPU handled 48,523 conversations and more than 644,000 messages, with average response time reaching 21:45 and nearly 3,000 conversations missed within 12 hours.
Connected Facebook, Instagram, and LINE into Zaapi's unified inbox with auto-replies, intent-based routing, and queue management.
Average response time dropped 55% to 9:49, missed conversations fell 66% to 1,001, and the 12-hour response rate reached 99.1%.
Sales agents and technical advisors had no shared customer history, forcing returning buyers to repeat their specs and previous conversations every time.
Omnichannel customer profiles with full chat history and customer data, accessible to every admin from a single helpdesk.
Returning customer conversations grew from 48.7% to 57.2%, with more repeat buyers returning for upgrades and accessories.
Managers lacked real-time visibility into message spikes, response quality, and team workload across channels.
Real-time analytics dashboard tracking conversation volume, response rates, missed chats, and admin performance live.
Managers reallocated staffing within minutes of a spike, allowing service quality to improve even as monthly message volume grew beyond 600,000 messages.
The Result
Zaapi helped iHAVECPU centralise customer support across Facebook, Instagram, and LINE with a unified inbox, customer profiles, and real-time analytics. The result was faster response times, fewer missed conversations, and scalable support without increasing headcount.
Kritsada Wongrattanakul, Customer Support Lead
“Managing customer support at iHAVECPU requires handling a large volume of enquiries without compromising service quality. Zaapi enables us to unify our communication channels, streamline workload distribution, and respond more efficiently, helping reduce mistakes and improve the overall customer experience.”
Try Zaapi free today
Automate your customer journey, increase your conversion rate, and grow your revenue without hiring more staff. No credit card required.
