{"id":5522,"date":"2022-07-25T13:13:02","date_gmt":"2022-07-25T13:13:02","guid":{"rendered":"https:\/\/blog.integrately.com\/?p=5522"},"modified":"2026-04-02T06:08:45","modified_gmt":"2026-04-02T06:08:45","slug":"tawk-to-and-integrately-case-study","status":"publish","type":"post","link":"https:\/\/blog.integrately.com\/tawk-to-and-integrately-case-study","title":{"rendered":"How tawk.to uses Integrately to automate its business and increase productivity"},"content":{"rendered":"\n

tawk.to makes it easy for businesses to communicate with their customers, no matter where they are or how they connect. Their live chat tool, ticketing email, and Knowledge Base provide real-time help whenever customers need assistance. tawk.to has been using Integrately to automate their business processes and increase productivity. <\/p>\n\n\n\n

We sat down with Melvin Ray Alcabao,<\/strong> a Customer Success Specialist<\/em> at tawk.to, to get an inside look at how the tawk.to team is using the tool and what benefits they have seen so far.<\/p>\n\n\n\n

Here’s what they had to say!<\/p>\n\n\n\n

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How long have you been using Integrately?<\/h2>\n\n\n\n

We\u2019ve been using Integrately for about 14 months now. We set up our first integration back in March 2021.<\/p>\n<\/div><\/div>\n\n\n\n

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How did you first hear about Integrately?<\/h2>\n\n\n\n

A coworker in customer success introduced me to Integrately, says Melvin, and the team offered to give us access to their software via a partner account. The timing couldn\u2019t have been better, as we were already looking at integration options.<\/p>\n<\/div><\/div>\n\n\n\n

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What made you decide to try it out?<\/h2>\n\n\n\n

It was mainly the ease of setting up. It also had just the type of integrations that we needed.<\/p>\n<\/div><\/div>\n\n\n\n

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What workflows have you automated?<\/h2>\n\n\n\n

Integrately has helped us in a number of areas, including time tracking, training, onboarding and communications:<\/p>\n\n\n\n

Time-Tracking: <\/strong>We have agents working in shifts, and we were looking for an easier way to record the shift hours of each agent in our team. <\/p>\n\n\n\n

We were initially tracking everything manually on a spreadsheet, which was fine early on, but when we started to grow our team of agents, it became increasingly tedious to manage. Also, we have been using Discord to communicate with our agents internally. It was all great \u2014. Bots and Discord commands allowed us to track all shift activity in a specific channel.
However, we didn’t have a way to pass all of that information into our Google Sheet. We needed a way to connect both applications. That’s when we set up the Discord to Google Sheets integration<\/a> using Integrately, and everything went smoothly from that point. We didn’t have to manually log shift activity anymore and my team leads were able to devote more time to other equally important tasks such as developing our agents.<\/p>\n\n\n\n

This integration helped us:<\/p>\n\n\n\n