Whaticket.
A platform that unifies WhatsApp, Facebook Messenger and Instagram Direct, letting multiple agents operate and organize their conversations.
01Overview
Whaticket operates across LATAM with the challenge of growing consciously, fostering a workplace focused on mental health and quality of life. Its product is chat-management software focused on making customer service simple, accessible and efficient.
02Results & impact
We built an organization that drastically reduced technical debt and a bug-resolution process that lowered SLA and significantly reduced bug incidence. We got stakeholder approval for key visual changes that lowered entry barriers, raised perceived value and modernized the product — refactoring what needed refactoring.
We kicked off a product-culture movement, bridging with customer-service teams. Most impactful of all: we organized the development operation around a solid product strategy tied to a long-term vision, with a team able to solve the company's challenges.
