About Tiwall
Tiwall is one of Iran's largest social networks and service platforms for culture and the arts, connecting artists with audiences for many years.
The platform is not only a place to buy theatre, cinema, and concert tickets; it is also a community for reviews, conversation, and interaction among arts enthusiasts. With more than two million users and substantial daily traffic, managing customer experience at this scale calls for precise, intelligent tools.
The challenge: When phone and email were no longer enough
Before Raychat, Tiwall's support team communicated with users only by phone and, occasionally, email. This worked for a time, but its limitations became increasingly clear as the user base grew and requests became more complex.
Many requests required users to send images, documents, or other evidence—something a phone call simply could not support. Some users also preferred online conversation to making a call.
Meanwhile, tracking email threads and locating previous cases consumed the support team's time and made requests harder to manage.
The pandemic: The beginning of the Raychat partnership
When the COVID-19 pandemic began in 2020, Tiwall decided to use an online chat solution for the first time and chose Raychat as its main channel for user communication. Raychat's role, however, did not end with the pandemic.
Mohammad Amroabadi says: ‘Raychat did not only help us during the pandemic. Through every unstable period that followed—from remote work to later crises—it was effectively our most important connection with users.’
Easy setup and a short learning curve
Installing and launching Raychat was quick and straightforward for Tiwall. A clear, approachable interface helped the support team learn the dashboard quickly and begin answering users without technical complexity.
Raychat's support team also made sure Tiwall's questions and day-to-day needs were resolved promptly throughout setup and regular use.
The features that created the most value
Both Tiwall managers believe Raychat's main value lies in making daily support simpler.
The features with the greatest impact for their team include:
Conversation history
Access to every previous user interaction, enabling more accurate answers based on earlier conversations.
Saved replies
A significant reduction in response time for common questions through smart text shortcuts.
Mobile operator app
The ability to respond wherever and whenever needed, giving the support team far more flexibility.
Analytics reports
Performance assessment and identification of peak support traffic for better resource planning.
If I had to describe Raychat in one sentence, it is a calm companion in difficult times.
She names conversation transfer as her favorite feature, but believes that even seemingly simple capabilities—such as replying to a message or sending an image—are essential to the quality of Tiwall's support.
Return on investment through customer satisfaction
Tiwall's CEO believes Raychat's return on investment is realized less through a direct metric and more through customer satisfaction.
When users receive faster answers and a better support experience, they are more likely to return for another purchase and recommend the service to others.
That makes Raychat a tool with a direct impact on customer experience and, ultimately, business growth.
Tiwall's recommendation to other businesses
Mohammad Amroabadi recommends Raychat to every business that maintains an ongoing relationship with its customers.
In his view, Raychat has become an inseparable part of Tiwall's support operation, preserving the company's connection with users through the pandemic, remote work, and the crises that followed.
Tiwall's suggestions for Raychat
One of the most interesting parts of the conversation was the Tiwall team's suggestions for developing the product. Their main ideas were:
- Allow businesses to define multiple working intervals during one day—for example, separate working hours around a scheduled break.
- Allow agents to delete or edit messages while preserving a record visible to administrators, so conversation history remains transparent and auditable.
The conversation showed that many of these needs could be implemented in future versions while preserving transparency and respecting user rights.
Looking ahead
At the time of the interview, Tiwall was using Raychat's Growth plan. During the conversation, its managers discovered that higher plans included capabilities that could bring considerable value to their support team.
These include Raychat's AI assistant, suggested replies, conversation summaries, and sentiment analysis—features that can act as an intelligent colleague alongside support agents and further improve response quality.