Everything happens on WhatsApp. And that's also where everything disappears
A customer sends a message on WhatsApp. Complaining about a defective product that arrived. A staff member replies, handles it, and promises a replacement. A week goes by. The customer follows up, asking what's happening with the replacement. The staff member doesn't remember. The message was buried among hundreds of others.
Now imagine this when you have three staff members replying on WhatsApp. Each from their own phone. There is no single place that shows what is open, what has been handled, and what has fallen through the cracks.
This isn't customer service. These are conversations happening without anyone seeing the full picture.