PtteM
PtteM Manages Voice and Written Communication on a Single Platform with AloTech.
PtteM offers its customers a convenient support channel over WhatsApp with AloTech.
PTTEM, a PTT subsidiary operating in e-commerce and digital payment solutions, is a brand that offers secure, accessible digital services to a large user base. It treats strengthening its digital touchpoints and continuously improving the customer experience as strategic priorities.
PTTEM actively uses AloTech’s voice communication infrastructure in its call center operation. Inbound and outbound calls, call routing setups, performance tracking and reporting processes are managed on the AloTech platform.
In addition, PTTEM has made its customer experience more accessible by integrating written communication channels into its operational structure. As part of this, the AloTech WhatsApp Chat solution was rolled out and the WhatsApp channel was brought into professional call center processes.
Why AloTech?
Today, thanks to AloTech’s integrated infrastructure, PTTEM manages all its voice and written customer touchpoints on a single screen, in a measurable and reportable structure. Built with a channel-independent customer experience approach, this structure lets agents control all communication processes on a single platform without switching between systems. This increases operational efficiency while creating a holistic, consistent customer experience.
Growing WhatsApp Traffic and the Rise of Written Communication
In line with increasingly digital customer habits, PTTEM saw a significant increase in the messages it receives on WhatsApp. Customers began preferring written communication, especially to get information quickly, submit requests and track processes.
If WhatsApp is not managed properly from an operational standpoint:
• Messages can end up scattered across personal accounts
• Performance cannot be measured
• Response times cannot be controlled
• Operational transparency cannot be ensured
To eliminate this risk and turn WhatsApp into a corporate channel, PTTEM chose the AloTech WhatsApp Chat solution.
Solution: An Integrated, Controllable Operation with AloTech WhatsApp Chat
With the AloTech WhatsApp Chat integration, WhatsApp conversations became a natural part of the call center operation.
Agents can manage WhatsApp chats on the same screen as voice calls. This eliminated gaps between channels and created a holistic customer experience.
With the system:
• An official, verified account is used through the WhatsApp Business API
• Messages are routed according to call center rules
• SLAs and response times are tracked
• All conversations are recorded
• Performance reports can be generated
WhatsApp is no longer a personal messaging tool; it has become a customer experience channel managed with call center discipline.
What Advantages Did We Bring to PtteM?
Omnichannel Experience
Bringing voice and written communication channels together on a single platform enabled PTTEM to offer its customers a seamless, channel-independent experience.
Operational Efficiency
With single-screen management, agents can act faster, there is no need to switch between systems, and operational complexity decreases.
Measurable Performance
Response times, message volumes, resolution times and agent performance can be reported regularly. This strengthens management decision-making.
Higher Customer Satisfaction
Customers can get fast, secure support on the channel they prefer. The convenience of written communication in particular has a positive effect on how they perceive the experience.
The Impact of WhatsApp on Customer Experience with AloTech
With AloTech’s voice communication infrastructure and WhatsApp Chat solution, PTTEM transformed its call center operation into an omnichannel, integrated and measurable structure.
Managing all communication channels on a single platform both increased operational efficiency and strengthened the customer experience.
This transformation became an important step in PTTEM’s digital customer communication strategy. You can find detailed information about our WhatsApp solutions here.
- Company:PtteM
- Industry: E-commerce
- Location: Türkiye
- Employees: 100+
- Number of Agents: 15+
- Product
- AloTech WhatsApp Chat
- Solutions
- WhatsApp Business
- Call Center Software
- Reporting
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