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Increase in lead generation
Business growth impact
Higher team productivity
Silent Ocean Limited is a premier global logistics company, and part of their problem is managing thousands of time-sensitive freight inquiry messages through individual WhatsApp accounts. To solve this problem, they used SalesHiker’s WhatsApp Automation platform to unify their communications and centralize all messages through one multi-agent dashboard. What was achieved? They changed their WhatsApp from a simple chat application to a logistics WhatsApp engine because of a 98.1% query resolution rate, average first response time of 1.2 minutes, and zero messages lost.
In the clearing and forwarding sector, the speed of communication is just as important as the speed of the actual cargo. Silent Ocean faced the challenge of :
Silent Ocean used a three-step automation process for its operational overhaul.
They went from multiple phone numbers to one official WhatsApp API number. SalesHiker gave their agents the ability to login simultaneously from different locations.
Messages are routed automatically to the “relevant agent” based on the customer’s region or their specific need.
Customer Example: If someone is inquiring about the receipt of an office in Yiwu, they will be routed to the agent for China operations. This way the customer is always linked to the relevant agent to provide the best customer experience.
Silent Ocean collaborates with SalesHiker to distribute WhatsApp Broadcasts with new shipping routes and exclusive freight offers to their 25,000+ freight forwarders.
Silent Ocean gained a competitive advantage with their communication data after switching to SalesHiker.
| KPI | Before SalesHiker | After SalesHiker |
|---|---|---|
| First Response Time (FRT) | ~45 Minutes | 1.2 Minutes |
| Inquiry Resolution Rate |
72% |
98.1% |
| Customer Satisfaction (CSAT) | 3.2 / 5 | 4.8 / 5 |
| Monthly Conversations | Untrack | 15,489+ |
| Lead Loss / Missed Chats | High | 0% Loss |
Silent Ocean’s dashboard makes it easy to see how the system manages intricate freight challenges:
2:46 PM: Customer pings about a cargo registration error.
3:14 PM: SalesHiker routes the chat to the specific agent who can verify with the China office.
Resolution: The agent confirms the fix in real-time: "I have communicated with the Yiwu office; they have corrected it for you"
With a 600% boost in communication, Silent Ocean is planning to:
Automated Status Bot: Letting customers track containers 24/7 by entering a tracking ID.
Drip Campaigns: Automatically nurturing new inquiries who haven't yet booked their first shipment.
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