BotLabs

BACKGROUND

Please describe your company and position.

I am the Head of Customer Support of W8 Shipping

Describe what your company does in a single sentence.

W8 Shipping provides international vehicle and cargo transportation services from the United States.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire BotLabs to accomplish?

• We needed to improve and scale our customer support processes as the volume of requests continued to grow. A large part of our customer communication takes place across hundreds of Telegram groups, so it was important to centralize requests, make sure no questions were lost, route them to the right departments, and give our support team faster access to previous answers and customer context. We also needed better visibility into response times, team workload, and overall support performance.

SOLUTION

How did you find BotLabs?

We found BotLabs through an online advertisement.

Why did you select BotLabs over others?

• Good value for cost
• Company values aligned
• specialization in chatbot development

How many teammates from BotLabs were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

BotLabs developed and continues to support a custom customer service system built around Telegram and a centralized web workspace. Customer messages from our Telegram groups are converted into structured tickets with topics, departments, statuses, responsible managers, reminders, and overdue controls. The system also includes a search engine that allows our team to find relevant information across a large history of previous requests. BotLabs implemented automatic VIN recognition and vehicle-related workflows, response templates, customer ratings, reporting and analytics, work schedules and time zones, as well as an integration with Binotel for calls and call recordings. The system has continued to evolve as our support processes and business requirements have grown.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The system has allowed us to manage customer support across around 800 Telegram groups through one centralized workflow. Our team can work with a large volume of requests without losing the context of individual customers or vehicles. Support managers can quickly find similar previous requests, track ticket statuses and deadlines, and access relevant templates instead of handling every request from scratch. Management also has better visibility into response times, ticket resolution, workload, calls, and customer ratings through automated reporting and analytics.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

BotLabs has been working with us on this system as a long-term development partner. The team is responsive to our requests and understands that our requirements evolve as the business grows. They regularly develop new functionality, improve existing features, and help us resolve technical issues that arise during operation.

What was your primary form of communication with BotLabs?

Virtual Meeting

What did you find most impressive or unique about this company?

What stands out is their ability to work with a complex, high-volume support process and continuously adapt the system to our operational needs. They do not treat it as just a chatbot — they understand the broader workflow behind customer support and develop the product around how our team actually works.

Are there any areas for improvement or something BotLabs could have done differently?

Since this is a large and continuously evolving system, new requirements and improvements appear regularly, and we are able to discuss and prioritize them with the team