How Whitelabel Agency Automated Reporting and Cut Response Time by 70.6%
From Manual Spreadsheets to Instant, Client-Ready Reports
Whitelabel Agency
Whitelabel Agency is an end-to-end e-commerce solutions partner helping brands grow across the digital commerce landscape in Thailand and the wider region. From e-commerce enablement and supply chain operations to marketing services such as TikTok Shop Live, short-form video production, and affiliate management, the agency is one of the leaders in its industry domestically.
Agents spent significant time manually logging and categorising conversations, slowing down both operations and reporting.
Keyword-triggered automation flows tag each conversation automatically, with data feeding directly into the analytics dashboard.
Zero manual tagging. 100% of tickets categorised and reportable in real time.
Data collection stopped outside business hours, creating incomplete records and delayed client updates.
Zaapi automation runs 24/7, continuously logging structured data without requiring any agent action.
Full data coverage day and night, with human agents freed up for higher-value tasks.
Managing multiple agents across accounts creates unclear ownership and duplicated work.
Zaapi assigns conversations with role-based access and clear ownership per agent.
Better accountability, less duplication, and smoother team coordination.
The Result
Zaapi helped Whitelabel Agency streamline customer support operations by automating conversation tagging and data capture in real time. This enabled faster response times, eliminated manual reporting work, and allowed the team to scale support efficiently while maintaining consistent service quality.
Wittawin Nattipanya, Digital Customer Service Manager
"Before Zaapi, we had to choose between staying responsive to customers and keeping our reporting accurate. Agents were spending hours manually tagging conversations and compiling data into Excel just to produce a single client report. Now we don't have to. Tagging happens automatically, data flows straight into the dashboard, and our clients always have accurate, up-to-date reports whenever they need them."
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