Efficient, automated post-sales support for agro-industrial mills: the Millex India case
Millex India set up a WhatsApp assistant focused on post-sales support, providing professional service, clear transfer rules, and integration with Wix.
Purpose and outcome: Assistant configured to provide automated, professional post-sale support, with escalation rules that ensure human assistance when needed, contributing to an improved customer experience and enabling 24/7 support operations.
How Millex India structured this operation on WhatsApp.
Millex India is a B2B platform in India that manufactures and sells machines and parts for agro-industrial mills, focusing on reliability, safety, and 24/7 support for enterprises and SMEs. Provide efficient after-sales support, answering customers' questions and ensuring human assistance when necessary, improving the customer experience and trust in the brand.
The assistant operates via WhatsApp, with a professional and direct tone, answers only questions, and has transfer rules for human support in cases of service requests, dissatisfaction, special negotiations, or issues requiring internal review. The chat is paused during human support, with email notifications and a summary sent.
The strategy of After-sales support applied to the company's objective.
See how challenge, setup, and features connect to transform conversations into a customer service, sales, marketing, or support operation.
Serve a large B2B customer base with efficient, reliable support while maintaining quality and speed, and manage cases that require human intervention in an organized way. Configure the WhatsApp assistant with active features such as pausing the chat during human handling, email notifications, sending conversation summaries, and transfer triggers based on human requests, dissatisfaction, technical issues, and no-responses.
How the flow of After-sales support works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team fit into the journey.
Next steps for this operation.
Importance of clear rules for human transfer
Professional and direct value proposition for B2B clients
Need for integration with existing platforms such as Wix
Benefits of 24/7 Support for Industrial Customers
Monitor assistant performance and customer feedback for fine-tuning, expand integrations, and explore additional automations for pre-sales and post-sales.
Want to set up a similar operation on your company's WhatsApp Business?
Use this use case as a reference to combine AI agents, company data, automations, and human oversight according to your operation's goals.