reclamador.es

Success stories - WhatsApp Connector

Scaling client communications in legal processes with WhatsApp

Reclamador.es is an online legal services platform that helps consumers claim compensation from airlines, banks and other companies through a simple digital process.

Through its platform, thousands of users submit and manage claims every year, tracking the progress of their cases within a fully digital experience.

With large volumes of client communication across different stages of each claim, reclamador.es needed a scalable way to maintain clear, timely communication with its clients via WhatsApp.

By using the WhatsApp Connector, proactive messaging has become part of its support and operational workflows, overcoming some of Zendesk®'s limitations for this channel and enabling the company to:

  • Send bulk WhatsApp notifications to large groups of clients
  • Trigger automated messages via API when events or updates occur in a claim within other systems
  • Start or resume conversations after the 24-hour window through the agent interface

By integrating WhatsApp into its Zendesk® workflows, the online legal services company has increased the speed and continuity of its communication with end users, reducing manual work for its support teams while keeping all communications centralised.

This approach allows clients to remain informed throughout the lifecycle of their claims, while also increasing the success rate of those claims and reducing their resolution time.

"At reclamador.es we manage thousands of claims and we must keep our clients informed throughout the entire process. WhatsApp is an essential channel for that. With the WhatsApp Connector we can easily send individual or bulk communications, both automatically and manually. This extension of Zendesk® gives us greater agility and continuity in processes that, in many cases, last for months."

María Carrión Head of Sales and Customer Service

Contact us for more information.

By working with us, you will benefit from:

15+ years implementing CRM and CX solutions
15+ years building apps and integrations
Former Zendesk® employees
Specialised Partner. We only work with Zendesk® as CRM / CX solution.
Certification in Zendesk® Suite, Sunshine Conversations, and Sell
Zendesk® training and best practices for administrators and users
Agile procedures for evaluating, implementing, and developing
Flexibility in the way of working and speed in the face of incidents
Multiple references and focus on the satisfaction of our customers

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