Make WhatsApp work for your business—not the other way around.</p><p>Market, sell, and support on the world’s most popular messaging channel. Reach your customers where they spend the most time.</p><p>Use WhatsApp API to:</p><p><strong>Capture</strong></p><ul><li>Generate leads online via click-to-chat ads, websites, chat widgets and social media</li><li>Capture offline leads with QR codes</li><li><a href=https://respond.io/"https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle/" rel=\"noopener noreferrer\" target=\"_blank\">Track contacts</a> for better follow-ups and sync with your CRM as a single source of truth</li></ul><p><strong>Convert</strong></p><ul><li>Utilize multiple users: assign conversations by availability or expertise to the best agents</li><li>Connect with customers by chat or <a href=https://respond.io/"https://respond.io/integrations/whatsapp-business-calling-api/" rel=\"noopener noreferrer\" target=\"_blank\">call</a> - all from one inbox</li><li>Automate tasks like greetings, lead qualification, FAQs and more with workflows and AI</li></ul><p><strong>Retain</strong></p><ul><li>Broadcast promotions, newsletters and upsell offers</li><li>Send reminders and surveys to keep customers engaged and informed</li><li>Support customers better with insights into conversations and agent performance</li></ul><p>[Understanding <a href=https://respond.io/"https://respond.io/blog/conversation-led-growth/" rel=\"noopener noreferrer\" target=\"_blank\">Conversation Led Growth</a>]</p>"],"blocks":[1,[[0,{"id":[0,"builder-pixel-43di5a8l8zt"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"g7aymhtxppa"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493168787],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"name":[0,"Facebook Messenger"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"hasLinks":[0,false],"kind":[0,"data"],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}],"lastPreviewUrl":[0,""]}],"data":[0,{"slug":[0,"facebook-messenger"],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110fea9_Logo-FB-Messenger.svg"],"headerColor":[0,"hsla(240, 100.00%, 96.08%, 1.00)"],"updatedOn":[0,1720098177000],"hidden":[0,false],"publisherName":[0,"Meta"],"state":[0,{"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}],"deviceSize":[0,"large"]}],"connect":[0,"https://app.respond.io/space/settings/channels"],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true"],"key":[0,"suggestedIntegrations"]}]]],"contents":[0,"<p id=\"\">Utilize teams of multiple agents to communicate with your audience, generate leads and build long-lasting customer relationships. Support, sell and market on one of the most popular messaging channels in the world.</p><ul id=\"\"><li id=\"\">Handling inbound conversations - welcome customers, let them know if you’re away or send them to the right agent or department</li><li id=\"\">Responding to chats - transfer customers, create support tickets or submit orders they make</li><li id=\"\">Conversation Supervision and Reporting - analyze the performance of your agents, have total visibility over their conversations and step in at any time</li><li id=\"\">Facebook Messenger Marketing - respond to ad campaigns, nurture your leads, send abandoned cart messages, newsletters and upsell additional services</li><li id=\"\">Marketing Analytics - determine the effectiveness of your campaigns and decide how to improve them</li><li id=\"\">Transactional notifications - send appointment reminders, payment receipts and delivery updates to your customers</li><li id=\"\">Business process implementation - make Facebook Messenger work for your business and not the other way round</li></ul>"],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"sortByGroup":[0,2],"categories":[1,[[0,"Messaging Channels"]]],"name":[0,"Facebook Messenger"],"documentation":[0,"https://help.respond.io/facebook-messenger/facebook-messenger-quick-start"],"categoryLink":[0,"https://respond.io/integrations?channel=Messaging+Channels"],"group":[0,"Channels-1"],"description":[0,"Connect your Facebook pages and chat over Facebook Messenger."],"learnMore":[0,"https://respond.io/blog/facebook-business-chat"],"createdDate":[0,1616056586000],"blocks":[1,[[0,{"id":[0,"builder-pixel-f1hvzpxrzp"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"variations":[0,{}],"lastUpdated":[0,1738576118525],"firstPublished":[0,1731493227878],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"rev":[0,"199m9vq9wg4"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"85783dc427f74a47a7689c67c51bc867"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493172307],"id":[0,"85783dc427f74a47a7689c67c51bc867"],"name":[0,"Instagram"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"lastPreviewUrl":[0,""],"hasLinks":[0,false],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}],"kind":[0,"data"]}],"data":[0,{"group":[0,"Channels-1"],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true&query.data.slug.$ne=instagram&query.data.hidden=false"],"key":[0,"suggestedIntegrations"]}]]],"documentation":[0,"https://help.respond.io/channels/instagram"],"connect":[0,"https://app.respond.io/space/settings/channels"],"hidden":[0,false],"categoryLink":[0,"/integrations?channel=Messaging+Channels"],"categories":[1,[[0,"Messaging Channels"]]],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"state":[0,{"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}]}],"name":[0,"Instagram"],"learnMore":[0,"https://respond.io/blog/instagram-direct-message-api"],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f9ca_Logo-Instagram.svg"],"slug":[0,"instagram"],"headerColor":[0,"#ebebff"],"sortByGroup":[0,3],"updatedOn":[0,1720097770000],"contents":[0,"<p id=\"\">Utilize teams of multiple agents to communicate with your customers on Instagram. Leverage its massive popularity to engage, sell and support customers on the messaging channel.</p><ul id=\"\"><li id=\"\">Handling inbound conversations - welcome customers, let them know if you’re away or send them to the right agent or department</li><li id=\"\">Responding to chats - transfer customers, create support tickets or submit orders they make</li><li id=\"\">Conversation Supervision and Reporting - analyze the performance of your agents, have total visibility over their conversations and step in at any time<br></li><li id=\"\">Instagram Marketing - respond to ad campaigns, nurture your leads, send abandoned cart messages, newsletters and upsell additional services</li><li id=\"\">Business process implementation - make Instagram work for your business and not the other way round</li></ul>"],"publisherName":[0,"Meta"],"createdDate":[0,1624951837000],"description":[0,"Connect an Instagram Business Account to chat over Instagram."],"blocks":[1,[[0,{"id":[0,"builder-pixel-vqp4635a8v"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"variations":[0,{}],"lastUpdated":[0,1738575994525],"firstPublished":[0,1731493227781],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"rev":[0,"xsbsv3qfuz"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"6892c1b298fd4cecadae363b36d20682"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493168497],"id":[0,"6892c1b298fd4cecadae363b36d20682"],"name":[0,"IMAP/SMTP"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"lastPreviewUrl":[0,""],"kind":[0,"data"],"hasLinks":[0,false],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}]}],"variations":[0,{}],"lastUpdated":[0,1736391114077],"firstPublished":[0,1731493227888],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"data":[0,{"sortByGroup":[0,22],"documentation":[0,"https://help.respond.io/email/other-email"],"learnMore":[0,""],"publisherName":[0,"respond.io"],"categoryLink":[0,"https://respond.io/integrations?channel=Email"],"name":[0,"IMAP/SMTP"],"createdDate":[0,1616061553000],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f6c0_email.svg"],"state":[0,{"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}],"deviceSize":[0,"large"]}],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true"],"key":[0,"suggestedIntegrations"]}]]],"updatedOn":[0,1720097894000],"headerColor":[0,"#f3f3f3"],"connect":[0,"https://app.respond.io/space/settings/channels"],"slug":[0,"imap-smtp"],"categories":[1,[[0,"email"]]],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"group":[0,"Channels/Email-1"],"hidden":[0,false],"contents":[0,"<p id=\"\">Send and receive emails with the benefits of respond.io’s powerful messaging capabilities.</p><ul id=\"\"><li id=\"\">Handling inbound conversations - welcome customers, let them know if you’re away or send them to the right agent or department</li><li id=\"\">Responding to chats - transfer customers, create support tickets or submit orders they make</li><li id=\"\">Conversation Supervision and Reporting - analyze the performance of your agents, have total visibility over their conversations and step in at any time</li><li id=\"\">Email Marketing - nurture your leads, send abandoned cart messages and newsletters and upsell additional services</li><li id=\"\">Marketing Analytics - determine the effectiveness of your campaigns and decide how to improve them</li><li id=\"\">Transactional notifications - send appointment reminders, payment receipts and delivery updates to your customers</li><li id=\"\">Business process implementation - make Gmail work for your business and not the other way round</li></ul>"],"description":[0,"Connect via IMAP/SMTP to chat over email."],"blocks":[1,[[0,{"id":[0,"builder-pixel-9mlx1x66khh"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"7ync0mtcw1u"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"e1c2b4c59b264f2db58ef6c82cf887f8"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731549601707],"id":[0,"e1c2b4c59b264f2db58ef6c82cf887f8"],"name":[0,"Webchat"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"lastPreviewUrl":[0,""],"breakpoints":[0,{"small":[0,767],"medium":[0,1224]}],"kind":[0,"data"],"hasLinks":[0,false]}],"variations":[0,{}],"lastUpdated":[0,1737444025632],"firstPublished":[0,1731551644220],"testRatio":[0,1],"createdBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"lastUpdatedBy":[0,"iXZy2WFUZmcpCYFUXxyUMXfoItx1"],"data":[0,{"name":[0,"Webchat"],"state":[0,{"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}]}],"slug":[0,"webchat"],"hidden":[0,true],"contents":[0,"<p></p>\n"],"image":[0,"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F8a6a2b129f88460f86ed1fd1068a779a"],"description":[0," Add our Web Chat plugin to your Website."],"blocks":[1,[[0,{"id":[0,"builder-pixel-v75tb0q2uq"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"9maclyuy0ts"]}]}]}]]],"tags":[1,[[0,"retail"],[0,"healthcare"],[0,"automotive"]]],"website":[0,"http://yohohongkong.com"],"logo":[0,"https://assets2-proxy.respond.io/ph8r57dk1q9w/5zyVdA5Ql9dbQpfdDWe1n5/f0eb184182b1e09febc71b5fe3d07007/66cc2ce1ae967dfb1111081b_Logo.svg"],"metrics":[1,[[0,{"symbol":[0,"%"],"results":[0,"Faster average first response times"],"metric":[0,"84%"]}],[0,{"metric":[0,"32%"],"results":[0,"Faster average resolutions"],"symbol":[0,"%"]}],[0,{"symbol":[0,"%"],"results":[0,"Member growth"],"metric":[0,"9%"]}]]],"backgroundColor":[0,"#ebf2ff"],"contentfulReference":[0,"5Wh51xuPmR3Jucc0OyeYbo"],"location":[0,"Hong Kong"],"solutions":[1,[[0,{"solution":[0,"Consolidate all channels on one messaging platform"]}],[0,{"solution":[0,"Create separate Workspaces for key inquiry categories"]}],[0,{"solution":[0,"Recover sales opportunities with timely and smart support"]}],[0,{"solution":[0,"Access data and analytics that identify support weak points"]}]]],"title":[0,"How Yoho Centralized 6 Support Channels to Improve Chat Response Times by 84%"],"name":[0,"How Yoho Centralized 6 Support Channels to Improve Chat Response Times by 84%"],"seoMeta":[0,{"title":[0,"How Yoho Centralized 6 Support Channels for 84% Faster Responses"],"description":[0,"A respond.io customer success story: Ecommerce platform Yoho centralized 6 support channels on respond.io for an 84% improvement in chat response times."]}],"slug":[0,"how-yoho-centralized-6-support-channels-to-improve-chat-response-times-by-84"],"hidden":[0,false],"updatedOn":[0,1684822587000],"useCases":[1,[[0,{"url":[0,"/conversational-support"],"name":[0,"Conversational Support"],"value":[0,"conversational-support"],"useCase":[0,"Conversational Support"]}]]],"content":[0,"<p><a \n href=https://respond.io/"https://www.yohohongkong.com//"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >Yoho</a> pioneered Hong Kong’s e-commerce landscape when it began selling consumer electronics and home appliances in 2013. Today, it’s among the largest e-commerce platforms in the region in terms of website traffic and online sales in its category. Yoho conquered 5.6% of the market share in 2020/2021 with demand from customers in Hong Kong and mainland China predominantly.</p><p>The company also has three retail locations in Kowloon and Hong Kong Island, which account for 20% of its total sales. Its online-merge-offline (OMO) model expands business opportunities in both markets and offers customers enjoyable shopping experiences in both worlds.</p><h2>The Problem</h2><p>Initially, Yoho mostly focused on handling inquiries over web chat, its most popular support channel among customers. As a result, inquiries on channels like WhatsApp and WeChat were sometimes neglected. It approached respond.io for a central inbox to handle chats on both apps for improved response times.</p><p>However, Yoho and respond.io rapidly deepened their collaboration as the business grew. Handling a higher volume of inquiries on six messaging channels was challenging. In addition to centralizing its channels, Yoho also wanted to make data-driven decisions to reduce response times and improve the support experience.</p><h2>The respond.io Solution</h2><p>As very few business messaging platforms support WeChat integrations, Yoho approached respond.io for an all-in-one solution to its messaging challenges.</p><h3>Conversations on All Channels were Directed to a Single Inbox</h3><p>Yoho’s support team dedicated most of their time and attention to <a \n href=https://respond.io/"https://help.respond.io/l/en/website-chat-widget/website-chat-widget-overview/"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >web chat</a>, where it receives the bulk of customer inquiries. Other support channels like <a \n href=https://respond.io/"https://respond.io/blog/wechat-customer-service/"/n target=\"_blank\"\n rel=\"noopener \"\n >WeChat</a>, <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-customer-service/"/n target=\"_blank\"\n rel=\"noopener \"\n >WhatsApp</a>, <a \n href=https://respond.io/"https://respond.io/blog/instagram-customer-service/"/n target=\"_blank\"\n rel=\"noopener \"\n >Instagram</a>, <a \n href=https://respond.io/"https://respond.io/blog/facebook-messenger-for-customer-service/"/n target=\"_blank\"\n rel=\"noopener \"\n >Facebook Messenger</a> and email were only sporadically checked, which delayed replies.</p><p>Yoho upgraded its <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-business-app/"/n target=\"_blank\"\n rel=\"noopener \"\n >WhatsApp Business App</a> account to <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-business-api/"/n target=\"_blank\"\n rel=\"noopener \"\n >WhatsApp API.</a> It connected WhatsApp API and WeChat to respond.io so conversations on both channels flow into a single inbox for easier tracking and follow-ups. Yoho then connected all remaining channels, even switching its web chat from a different provider to respond.io.</p><p>In addition to offering omnichannel support on one platform, respond.io facilitates the ability to recognize returning customers on any channel and have their full context ready for reference.</p><p>The shortened response time prevents customers from sending duplicated inquiries across channels when impatient for a response. Agents address all inquiries systematically and no longer waste time on duplicate conversations.</p><h3>Separate Workspaces were Created for Core Support Categories</h3><p>Initially, all nature of inquiries flooded the various channels. For better conversation management and more precise performance tracking, Yoho created three Workspaces on respond.io.</p><p>Each Workspace handles a specific conversation category: General inquiries, warranties and after-sales support for appliance installations. Each Workspace also has its own channels, including a dedicated WhatsApp number for after-sales service to send customers <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-template-message#toc-mobile-1\"\n target=\"_blank\"\n rel=\"noopener \"\n >template messages</a> to set installation appointments.</p><h3>Automation Enables Faster Resolutions in Customers’ Preferred Languages</h3><p>To improve resolution times, Yoho automated responses to common general inquiries on web chat, WhatsApp and WeChat with respond.io’s <a \n href=https://respond.io/"https://help.respond.io/l/en/workflows/workflows-overview?_ga=2.61953130.731843357.1671419436-949410458.1671514628\%22\n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >Workflows automation</a> builder.</p><p>First, customers on any channel select their preferred language from an inquiry menu. Yoho provides support in English as well as traditional and simplified Chinese to cater to different language needs.</p><p>Customers then select an inquiry category. Common inquiries follow a self-service route with automated FAQs or redirects to relevant sections on its website. More complex issues are <a \n href=https://respond.io/"https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio/"/n target=\"_blank\"\n rel=\"noopener \"\n >routed</a> and <a \n href=https://respond.io/"https://respond.io/blog/auto-assignment-automatic-assignment-respondio/"/n target=\"_blank\"\n rel=\"noopener \"\n >assigned</a> to support agents, who are all fluent in all three languages.</p><h3>Sales Opportunities are Recovered and Boosted via Support</h3><p>At any given time, Yoho has over 20,000 SKUs (stock keeping units) in its inventory. When an item was out of stock, customers would inquire about availability or restocks. Delayed responses often translated to lost sales as customers would turn to competitors.</p><p>Now, agents promptly recommend alternative products and share relevant promotions to encourage purchases. For instance, customers who spend HK$400 and above on a single receipt enjoy additional discounts or special offers.</p><p>When agents inform them about this, customers nearing that amount are likely to add more items to their carts to qualify for the offer.</p><h3>Support Weaknesses are Pinpointed with Analytics</h3><p>Yoho wanted to radically improve response and resolution times. However, it lacked a broad view of conversation trends and agent performance. Its data was scattered across messaging platforms or limited to the few metrics offered by its original web chat provider.</p><p>With respond.io, managers have <a \n href=https://respond.io/"https://help.respond.io/l/en/support-use-case/reporting-for-support/"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >granular insights and overviews of agents’ or team performance</a>. As agents’ workloads are updated in real time, managers can allocate additional resources if necessary.</p><p>Long-term trend reports on peak support hours, conversation types and response and resolution times enable managers to pinpoint areas of improvement and restrategize for improved performance.</p><blockquote><p>“E-commerce accounts for about 80% of total sales so offering a high standard of customer service online was crucial for us. Respond.io helps us enhance our service quality across all support channels, from email and web chat to our customers’ favorite messaging apps. We appreciate its user-friendly automation and the ability to measure performance with a high level of granularity for the first time. This allows us to take concrete steps to improve our outcomes.” — Tetsu Ho, Technical Product Manager at Yoho Hong Kong.</p></blockquote>\n <picture>\n <!-- AVIF format - best compression but less browser support -->\n <source\n type=\"image/avif\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=360&fm=avif 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=480&fm=avif 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=640&fm=avif 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=768&fm=avif 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=800&fm=avif 800w\"\n sizes=\"(max-width: 640px) 100vw, \n (max-width: 768px) 85vw, \n (max-width: 1024px) 75vw, \n (max-width: 1280px) 60vw, \n 800px\"\n />\n \n <!-- WebP format - good compression with wider browser support -->\n <source\n type=\"image/webp\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=360&fm=webp 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=480&fm=webp 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=640&fm=webp 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=768&fm=webp 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=800&fm=webp 800w\"\n sizes=\"(max-width: 640px) 100vw, \n (max-width: 768px) 85vw, \n (max-width: 1024px) 75vw, \n (max-width: 1280px) 60vw, \n 800px\"\n />\n \n <!-- JPEG fallback for maximum browser compatibility -->\n <source\n type=\"image/jpeg\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=360&fm=jpg&q=80 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=480&fm=jpg&q=80 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=640&fm=jpg&q=80 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=768&fm=jpg&q=80 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?w=800&fm=jpg&q=80 800w\"\n sizes=\"(max-width: 640px) 100vw, \n (max-width: 768px) 85vw, \n (max-width: 1024px) 75vw, \n (max-width: 1280px) 60vw, \n 800px\"\n />\n \n <img\n class=\"spotlight cursor-zoom-in\"\n data-src=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg\"\n data-title=\"false\"\n data-control=\"page, zoom, fullscreen, close\"\n width=\"800\"\n height=\"419\"\n alt=\"\"\n src=https://respond.io/"https://assets2-proxy.respond.io/ph8r57dk1q9w/1tLSvkY6JfXSDa9a6DI8AI/4fc05fbca4304034cae0453b5a8d7dc9/66cc2ce1ae967dfb1111065a_CaseStudies-YohoImage04_d1b28bc4e0ffa3799d1d86b9652b0652_800.jpeg?fm=jpg&q=80&w=640\%22\n loading=\"eager\"\n fetchpriority=\"high\"\n decoding=\"async\"\n style=\"aspect-ratio: 1.909307875894988;\"\n />\n </picture>\n <h2>The Results</h2><p>With all conversations consolidated on respond.io, customer inquiries no longer go unnoticed. Separate Workspaces also allow Yoho to better manage its channels and monitor the performance of individual teams.</p><p>Response times on messaging apps used to span 24 to 48 hours. First response times across all channels now average 5 hours and 43 minutes, approximately 84% faster than the former median response time of 36 hours.</p><p>Meanwhile, automating its FAQs allows the support team to focus only on urgent or complex support issues. It now chalks an average resolution time of 11 hours, down from 16 hours. Quick and efficient customer service inspires customer loyalty and repeat service use. In the span of four months, Yoho has seen a 9% growth in members.</p><p>Yoho is now looking into sending promotional broadcasts to customers and automating abandoned cart recoveries as the next steps in its respond.io journey.</p>"],"goals":[1,[[0,{"goal":[0,"Provide equal attention to inquiries on all channels"]}],[0,{"goal":[0,"Improve management of the variety of support conversations "]}],[0,{"goal":[0,"Reduce losing sales to competitors due to poor support"]}],[0,{"goal":[0,"Improve response and resolution times"]}]]]}]}],[0,{"data":[0,{"tags":[1,[[0,"capture-leads-from-ads"],[0,"convert-leads"],[0,"automotive"]]],"location":[0,"Indonesia"],"state":[0,{"translation":[0,{}],"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}]}],"logo":[0,"https://assets2-proxy.respond.io/ph8r57dk1q9w/13zLbx1lPHN4EZtGhtNV3c/174fc4b74a6491d892a66d98737108ee/6694d6b12712e4111cc199bd_srikandi.svg"],"name":[0,"How Srikandi Streamlined Communication for 47 Branches and Accelerated Revenue Growth"],"fetchUrls":[1,[[0,{"key":[0,"relatedCustomerStories"],"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/customer-stories-item?apiKey=11f7a662b80a4675973850b067c01fa5&limit=3&fields=data.industry.value.data.name,data.slug,data.title,data.heroImage,data.cta.subHeading,data.useCases&includeRefs=true&sort.lastUpdated=-1&query.data.slug.$ne=how-srikandi-streamlined-communication-for-47-branches-and-accelerated-revenue-growth"]}]]],"backgroundColor":[0,"#f3f3f3"],"personInCharge":[0,"With C. Lesmana, IT Director of Srikandi"],"title":[0,"How Srikandi Streamlined Communication for 47 Branches and Accelerated Revenue Growth"],"goals":[1,[[0,{"goal":[0,"Use WhatsApp with multiple teams in a centralized inbox"]}],[0,{"goal":[0,"Send broadcasts to promote products and services"]}],[0,{"goal":[0,"Automatically assign conversations to agents"]}],[0,{"goal":[0,"Allow managers to supervise and monitor agents' performance"]}]]],"website":[0,"https://srikandi.com"],"industry":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"f1d92997b7de40cd9acecf28235871ee"],"model":[0,"industry"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731407566292],"id":[0,"f1d92997b7de40cd9acecf28235871ee"],"name":[0,"Automotive"],"modelId":[0,"88c41186c9384eca867e5da4e6337e89"],"meta":[0,{}],"variations":[0,{}],"lastUpdated":[0,1731408621461],"testRatio":[0,1],"createdBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"lastUpdatedBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"published":[0,"published"],"firstPublished":[0,1731408623629],"data":[0,{"name":[0,"Automotive"],"slug":[0,"automotive"],"updatedOn":[0,1673406449000],"createdDate":[0,1673406347000],"state":[0,{"translation":[0,{}],"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}]}],"blocks":[1,[[0,{"id":[0,"builder-pixel-nysr7ryrmrk"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"rw99slj8y9i"]}]}],"createdDate":[0,1700451027000],"hidden":[0,false],"solutions":[1,[[0,{"solution":[0,"WhatsApp Cloud API and Facebook Messenger were connected to a central inbox"]}],[0,{"solution":[0,"WhatsApp broadcasts were leveraged to promote products and services"]}],[0,{"solution":[0,"Conversations were routed and assigned automatically"]}],[0,{"solution":[0,"Managers were able to monitor agents in real time"]}]]],"channels":[1,[[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"ac58ecd1bf4c4410808002a265a344d9"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493167169],"id":[0,"ac58ecd1bf4c4410808002a265a344d9"],"name":[0,"WhatsApp Business Platform"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}],"lastPreviewUrl":[0,""],"hasLinks":[0,false],"kind":[0,"data"]}],"variations":[0,{}],"lastUpdated":[0,1741331281354],"firstPublished":[0,1731493228035],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"iXZy2WFUZmcpCYFUXxyUMXfoItx1"],"data":[0,{"updatedOn":[0,1720159246000],"fetchUrls":[1,[[0,{"key":[0,"suggestedIntegrations"],"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true&query.data.hidden=false"]}]]],"name":[0,"WhatsApp Business Platform"],"connect":[0,"https://app.respond.io/space/settings/channels"],"learnMore":[0,"https://respond.io/blog/whatsapp-business-api"],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f607_Logo-Whatsapp.svg"],"createdDate":[0,1616056866000],"categories":[1,[[0,"Messaging Channels"],[0,"WhatsApp"]]],"categoryLink":[0,"https://respond.io/integrations?channel=Messaging+Channels"],"sortByGroup":[0,1],"headerColor":[0,"#d6ffeb"],"description":[0,"Connect a WhatsApp Business Platform account to chat over WhatsApp."],"hidden":[0,false],"documentation":[0,"https://help.respond.io/whatsapp/whatsapp-api-quick-start"],"publisherName":[0,"Meta"],"group":[0,"Channels-1"],"slug":[0,"whatsapp"],"state":[0,{"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}]}],"contents":[0,"<p><strong>WhatsApp Business Platform (API) on respond.io</strong></p><p><a href=https://respond.io/"https://respond.io/blog/respondio-is-now-a-whatsapp-business-solution-provider/" rel=\"noopener noreferrer\" target=\"_blank\">Official Meta partner</a>, no setup fees or message markups and all the latest features including <a href=https://respond.io/"https://respond.io/blog/whatsapp-business-calling-api/" rel=\"noopener noreferrer\" target=\"_blank\">WhatsApp Business Calling API</a></p><p><img src=https://respond.io/"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F1bc2556f42844939a8ea443d645ec706/">
Make WhatsApp work for your business—not the other way around.</p><p>Market, sell, and support on the world’s most popular messaging channel. Reach your customers where they spend the most time.</p><p>Use WhatsApp API to:</p><p><strong>Capture</strong></p><ul><li>Generate leads online via click-to-chat ads, websites, chat widgets and social media</li><li>Capture offline leads with QR codes</li><li><a href=https://respond.io/"https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle/" rel=\"noopener noreferrer\" target=\"_blank\">Track contacts</a> for better follow-ups and sync with your CRM as a single source of truth</li></ul><p><strong>Convert</strong></p><ul><li>Utilize multiple users: assign conversations by availability or expertise to the best agents</li><li>Connect with customers by chat or <a href=https://respond.io/"https://respond.io/integrations/whatsapp-business-calling-api/" rel=\"noopener noreferrer\" target=\"_blank\">call</a> - all from one inbox</li><li>Automate tasks like greetings, lead qualification, FAQs and more with workflows and AI</li></ul><p><strong>Retain</strong></p><ul><li>Broadcast promotions, newsletters and upsell offers</li><li>Send reminders and surveys to keep customers engaged and informed</li><li>Support customers better with insights into conversations and agent performance</li></ul><p>[Understanding <a href=https://respond.io/"https://respond.io/blog/conversation-led-growth/" rel=\"noopener noreferrer\" target=\"_blank\">Conversation Led Growth</a>]</p>"],"blocks":[1,[[0,{"id":[0,"builder-pixel-43di5a8l8zt"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"g7aymhtxppa"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493168787],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"name":[0,"Facebook Messenger"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"hasLinks":[0,false],"kind":[0,"data"],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}],"lastPreviewUrl":[0,""]}],"data":[0,{"slug":[0,"facebook-messenger"],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110fea9_Logo-FB-Messenger.svg"],"headerColor":[0,"hsla(240, 100.00%, 96.08%, 1.00)"],"updatedOn":[0,1720098177000],"hidden":[0,false],"publisherName":[0,"Meta"],"state":[0,{"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}],"deviceSize":[0,"large"]}],"connect":[0,"https://app.respond.io/space/settings/channels"],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true"],"key":[0,"suggestedIntegrations"]}]]],"contents":[0,"<p id=\"\">Utilize teams of multiple agents to communicate with your audience, generate leads and build long-lasting customer relationships. Support, sell and market on one of the most popular messaging channels in the world.</p><ul id=\"\"><li id=\"\">Handling inbound conversations - welcome customers, let them know if you’re away or send them to the right agent or department</li><li id=\"\">Responding to chats - transfer customers, create support tickets or submit orders they make</li><li id=\"\">Conversation Supervision and Reporting - analyze the performance of your agents, have total visibility over their conversations and step in at any time</li><li id=\"\">Facebook Messenger Marketing - respond to ad campaigns, nurture your leads, send abandoned cart messages, newsletters and upsell additional services</li><li id=\"\">Marketing Analytics - determine the effectiveness of your campaigns and decide how to improve them</li><li id=\"\">Transactional notifications - send appointment reminders, payment receipts and delivery updates to your customers</li><li id=\"\">Business process implementation - make Facebook Messenger work for your business and not the other way round</li></ul>"],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"sortByGroup":[0,2],"categories":[1,[[0,"Messaging Channels"]]],"name":[0,"Facebook Messenger"],"documentation":[0,"https://help.respond.io/facebook-messenger/facebook-messenger-quick-start"],"categoryLink":[0,"https://respond.io/integrations?channel=Messaging+Channels"],"group":[0,"Channels-1"],"description":[0,"Connect your Facebook pages and chat over Facebook Messenger."],"learnMore":[0,"https://respond.io/blog/facebook-business-chat"],"createdDate":[0,1616056586000],"blocks":[1,[[0,{"id":[0,"builder-pixel-f1hvzpxrzp"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"variations":[0,{}],"lastUpdated":[0,1738576118525],"firstPublished":[0,1731493227878],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"rev":[0,"199m9vq9wg4"]}]}]}]]],"heroImage":[0,"https://assets2-proxy.respond.io/ph8r57dk1q9w/VX5G7EpLD4UGgMYWVFJBk/3da26dec88f5317e73d50be4229f3d70/6694d6b12712e4111cc199e6_Case_20Studies_20-_20srikandi_20Image_2001.jpeg"],"seoMeta":[0,{"title":[0,"How Srikandi Streamlined Communication for 47 Branches and Accelerated Revenue Growth"],"description":[0,"Discover how Srikandi transformed communication across 47 branches using respond.io, leading to streamlined conversations, heightened engagement and a remarkable surge in revenue."]}],"slug":[0,"how-srikandi-streamlined-communication-for-47-branches-and-accelerated-revenue-growth"],"cta":[0,{"heading":[0,""],"toggle":[0,false],"subHeading":[0,""]}],"metrics":[1,[[0,{"symbol":[0,"%"],"metric":[0,"23%"],"results":[0,"Increase in revenue"]}],[0,{"symbol":[0,""],"results":[0,"Broadcast messages"],"metric":[0,"20,100"]}],[0,{"metric":[0,"125%"],"symbol":[0,"%"],"results":[0,"Increase in conversations"]}]]],"contentfulReference":[0,"7wf3dd6AyrQHGOGVkFhMD"],"updatedOn":[0,1700454819000],"useCases":[1,[[0,{"name":[0,"Conversational Sales"],"url":[0,"/sales"],"value":[0,"conversational-sales"],"useCase":[0,"Conversational Sales"]}],[0,{"url":[0,"/conversational-support"],"name":[0,"Conversational Support"],"value":[0,"conversational-support"],"useCase":[0,"Conversational Support"]}],[0,{"name":[0,"Promotional Messaging"],"value":[0,"promotional-messaging"],"url":[0,"/marketing"],"useCase":[0,"Promotional Messaging"]}]]],"content":[0,"<p>Srikandi is an authorized Mitsubishi Motors dealer in Indonesia, boasting a strong presence with 47 branches nationwide. It offers a wide range of Mitsubishi cars for sale and comprehensive automotive services, including car servicing, body repairs, car rentals and tailored financing options.</p><h2>The Problem</h2><p>Each of Srikandi’s 47 branches has its own sales and support department. A major challenge it faced was that agents used their personal phone numbers to communicate with customers via WhatsApp. This decentralized communication led to uneven workload among agents, inconsistent customer experiences across locations and difficulties for managers to monitor conversations.</p><h2>The respond.io Solution</h2><p>Srikandi was searching for an effective solution to centralize its customer communication. It wanted customers to contact the business directly rather than individual agents and agents to respond to customer conversations from a single platform.</p><p>It also needed a platform that could automatically assign conversations to agents for equal workload distribution, as well as provide managers with tools for supervisory oversight, enabling them to monitor and evaluate agents' performance at a glance.</p><p>Additionally, Srikandi sought capabilities to send broadcasts, aiming to promote its products and services to a broader audience effectively.</p><p>To address these requirements, Srikandi evaluated four solution providers. It ultimately chose respond.io, drawn by its impressive client base and robust <a \n href=https://respond.io/"https://help.respond.io/mobile-app/"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >mobile app</a> that mirrored the familiarity and convenience agents experienced using WhatsApp on their phones.</p><h3>WhatsApp Cloud API and Facebook Messenger were connected to an Omnichannel Platform</h3><p>Srikandi wanted a single official WhatsApp number to be associated with its business, so it adopted one WhatsApp phone number for all 47 branches. This led the company to connect <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-cloud-api/"/n target=\"_blank\"\n rel=\"noopener \"\n >WhatsApp Cloud API</a> to respond.io.</p><p>Furthermore, to leverage <a \n href=https://respond.io/"https://respond.io/blog/facebook-messenger-ads/"/n target=\"_blank\"\n rel=\"noopener \"\n >click-to-chat ads on Facebook</a>, respond.io recommended integrating Facebook Messenger too so all customer communication channels were unified in a central location.</p><h3>Broadcasts were Leveraged to Promote Products and Services</h3><p>Now that it had the <a \n href=https://respond.io/"https://respond.io/blog/omnichannel-communication/"/n target=\"_blank\"\n rel=\"noopener \"\n >omnichannel solution</a> it needed, Srikandi faced another problem. Since customers were used to contacting agents on their personal numbers, they rarely contacted the business via its new WhatsApp business phone number.</p><p>In a strategic move to drive brand awareness and boost engagement, Srikandi began leveraging the power of <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-broadcast/"/n target=\"_blank\"\n rel=\"noopener \"\n >WhatsApp broadcasts</a> and respond.io's <a \n href=https://respond.io/"https://help.respond.io/contacts/segments/"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >segmentation</a> capabilities. By sending tailored messages based on <a \n href=https://respond.io/"https://help.respond.io/contacts/contact-details#tags\"\n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >Contacts’ interests</a>, the company effectively engages its existing leads and customers on its official WhatsApp number.</p><h3>Conversations were Routed and Assigned Automatically</h3><p>With all inbound conversations directed to a single place, Srikandi needed an efficient way to assign leads and customers to agents automatically. Using the respond.io <a \n href=https://respond.io/"https://help.respond.io/workflows/workflows-overview/"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >Workflows</a> automation builder, it <a \n href=https://respond.io/"https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio/"/n target=\"_blank\"\n rel=\"noopener \"\n >automatically routes</a> leads and customers to their preferred branch and <a \n href=https://respond.io/"https://respond.io/blog/auto-assignment-automatic-assignment-respondio/"/n target=\"_blank\"\n rel=\"noopener \"\n >assigns them</a> to a sales or support agent.</p><p>Additionally, Srikandi wanted each lead to be managed by the same agent throughout their sales journey so agents could provide personalized attention and build relationships and trust. It achieved this through respond.io’s <a \n href=https://respond.io/"https://help.respond.io/support-use-case/auto-assign-customers#auto_assign_customers_to_a_dedicated_agent\"\n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >dedicated agent assignment feature</a>. This was also implemented for VIP customers to ensure they receive top-notch customer service from its best agents.</p><h3>Managers were Able to Monitor Agents in Real Time</h3><p>Respond.io’s <a \n href=https://respond.io/"https://help.respond.io/dashboard-reporting/reports-overview/"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >Reports Module</a> offers managers visibility into agent activities. Managers were able to monitor all ongoing conversations, ensuring agents followed the company's communication standards and guidelines. This oversight allowed for <a \n href=https://respond.io/"https://help.respond.io/contacts/contact-activity#comments\"\n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >timely interventions</a> when needed, assuring consistent and high-quality customer interactions across all branches.</p><blockquote><p>“Respond.io has revolutionized our customer communication landscape. Now, with a single platform, we monitor and manage WhatsApp conversations for sales and support across 47 branches, replacing the scattered mobile records with centralized, efficient oversight.” — C. Lesmana, Srikandi’s IT Director</p></blockquote>\n <picture>\n <!-- AVIF format - best compression but less browser support -->\n <source\n type=\"image/avif\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=360&fm=avif 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=480&fm=avif 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=640&fm=avif 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=768&fm=avif 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=1000&fm=avif 1000w\"\n sizes=\"(max-width: 640px) 100vw, \n (max-width: 768px) 85vw, \n (max-width: 1024px) 75vw, \n (max-width: 1280px) 60vw, \n 800px\"\n />\n \n <!-- WebP format - good compression with wider browser support -->\n <source\n type=\"image/webp\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=360&fm=webp 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=480&fm=webp 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=640&fm=webp 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=768&fm=webp 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=1000&fm=webp 1000w\"\n sizes=\"(max-width: 640px) 100vw, \n (max-width: 768px) 85vw, \n (max-width: 1024px) 75vw, \n (max-width: 1280px) 60vw, \n 800px\"\n />\n \n <!-- JPEG fallback for maximum browser compatibility -->\n <source\n type=\"image/jpeg\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=360&fm=jpg&q=80 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=480&fm=jpg&q=80 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=640&fm=jpg&q=80 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=768&fm=jpg&q=80 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?w=1000&fm=jpg&q=80 1000w\"\n sizes=\"(max-width: 640px) 100vw, \n (max-width: 768px) 85vw, \n (max-width: 1024px) 75vw, \n (max-width: 1280px) 60vw, \n 800px\"\n />\n \n <img\n class=\"spotlight cursor-zoom-in\"\n data-src=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg\"\n data-title=\"false\"\n data-control=\"page, zoom, fullscreen, close\"\n width=\"3888\"\n height=\"2592\"\n alt=\"\"\n src=https://respond.io/"https://assets2-proxy.respond.io/ph8r57dk1q9w/7scFr8fMtiOu31nsSc4F0U/e3c35a3adcd60a2acc8e77d72e68353b/6694d6b12712e4111cc199e7_Case_20Studies_20-_20srikandi_20Image_2002.jpg?fm=jpg&q=80&w=640\%22\n loading=\"eager\"\n fetchpriority=\"high\"\n decoding=\"async\"\n style=\"aspect-ratio: 1.5;\"\n />\n </picture>\n <h2>The Results</h2><p>Within five months, Srikandi's adoption of respond.io showcased significant improvements. It broadcasted 20,100 promotional messages, leading to a 125% rise in customer conversations. This surge indicates that its broadcast strategy successfully encouraged customers to contact the company via its official WhatsApp number instead of agents’ personal numbers.</p><p>Respond.io’s automation capabilities efficiently managed the increase in conversations as 88% of them were automatically routed to the right branch and assigned to the right agent. This significantly reduced the risk of overlooking conversations, contributing to a more satisfying customer experience.</p><p>Best of all, the high number of conversations <a \n href=https://respond.io/"https://respond.io/blog/customer-conversation-management/"/n target=\"_blank\"\n rel=\"noopener \"\n >led to more conversion opportunities</a>, contributing to a 23% increase in revenue. This underscores the effectiveness of Srikandi's new communication and engagement strategies, leveraging respond.io for business growth.</p>"]}]}],[0,{"data":[0,{"personInCharge":[0,"With Claudia Tan, co-owner of Lamarsa Coffee"],"industry":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"572b67f326484acca3ab6210051c226f"],"model":[0,"industry"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731407566103],"id":[0,"572b67f326484acca3ab6210051c226f"],"name":[0,"eCommerce & Retail"],"modelId":[0,"88c41186c9384eca867e5da4e6337e89"],"meta":[0,{}],"variations":[0,{}],"lastUpdated":[0,1731408621466],"testRatio":[0,1],"createdBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"lastUpdatedBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"published":[0,"published"],"firstPublished":[0,1731408623665],"data":[0,{"name":[0,"eCommerce & Retail"],"updatedOn":[0,1673406391000],"createdDate":[0,1673406347000],"slug":[0,"ecommerce-retail"],"state":[0,{"translation":[0,{}],"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}]}],"blocks":[1,[[0,{"id":[0,"builder-pixel-c6ek5updvjn"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"76a7xidnnnf"]}]}],"createdDate":[0,1673855780000],"metrics":[1,[[0,{"metric":[0,"38%"],"symbol":[0,"%"],"results":[0,"Faster response times"]}],[0,{"results":[0,"More leads"],"symbol":[0,"x"],"metric":[0,"10x"]}],[0,{"symbol":[0,"%"],"metric":[0,"50%"],"results":[0,"Increased quarter-on-quarter sales"]}]]],"tags":[1,[[0,"capture-leads-from-ads"],[0,"retail"],[0,"healthcare"],[0,"automotive"]]],"slug":[0,"how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50"],"heroImage":[0,"https://assets2-proxy.respond.io/ph8r57dk1q9w/3QzKgGKuj4Qf1rMUSz17rs/b5dd6530022a0eac66c8c3f8d928b598/66cc2ce1ae967dfb1111079c_9af1e6_5ccaa71d412a43aaa490639072.jpg"],"cta":[0,{"subHeading":[0,"Lamarsa Coffee did just that selling over chat with respond.io. 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Make WhatsApp work for your business—not the other way around.</p><p>Market, sell, and support on the world’s most popular messaging channel. Reach your customers where they spend the most time.</p><p>Use WhatsApp API to:</p><p><strong>Capture</strong></p><ul><li>Generate leads online via click-to-chat ads, websites, chat widgets and social media</li><li>Capture offline leads with QR codes</li><li><a href=https://respond.io/"https://help.respond.io/l/en/workspace-settings/workspace-settings-lifecycle/" rel=\"noopener noreferrer\" target=\"_blank\">Track contacts</a> for better follow-ups and sync with your CRM as a single source of truth</li></ul><p><strong>Convert</strong></p><ul><li>Utilize multiple users: assign conversations by availability or expertise to the best agents</li><li>Connect with customers by chat or <a href=https://respond.io/"https://respond.io/integrations/whatsapp-business-calling-api/" rel=\"noopener noreferrer\" target=\"_blank\">call</a> - all from one inbox</li><li>Automate tasks like greetings, lead qualification, FAQs and more with workflows and AI</li></ul><p><strong>Retain</strong></p><ul><li>Broadcast promotions, newsletters and upsell offers</li><li>Send reminders and surveys to keep customers engaged and informed</li><li>Support customers better with insights into conversations and agent performance</li></ul><p>[Understanding <a href=https://respond.io/"https://respond.io/blog/conversation-led-growth/" rel=\"noopener noreferrer\" target=\"_blank\">Conversation Led Growth</a>]</p>"],"blocks":[1,[[0,{"id":[0,"builder-pixel-43di5a8l8zt"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"g7aymhtxppa"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493168787],"id":[0,"72323075c14a42e08c60175f9d6e39d2"],"name":[0,"Facebook Messenger"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"hasLinks":[0,false],"kind":[0,"data"],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}],"lastPreviewUrl":[0,""]}],"data":[0,{"slug":[0,"facebook-messenger"],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110fea9_Logo-FB-Messenger.svg"],"headerColor":[0,"hsla(240, 100.00%, 96.08%, 1.00)"],"updatedOn":[0,1720098177000],"hidden":[0,false],"publisherName":[0,"Meta"],"state":[0,{"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}],"deviceSize":[0,"large"]}],"connect":[0,"https://app.respond.io/space/settings/channels"],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true"],"key":[0,"suggestedIntegrations"]}]]],"contents":[0,"<p id=\"\">Utilize teams of multiple agents to communicate with your audience, generate leads and build long-lasting customer relationships. Support, sell and market on one of the most popular messaging channels in the world.</p><ul id=\"\"><li id=\"\">Handling inbound conversations - welcome customers, let them know if you’re away or send them to the right agent or department</li><li id=\"\">Responding to chats - transfer customers, create support tickets or submit orders they make</li><li id=\"\">Conversation Supervision and Reporting - analyze the performance of your agents, have total visibility over their conversations and step in at any time</li><li id=\"\">Facebook Messenger Marketing - respond to ad campaigns, nurture your leads, send abandoned cart messages, newsletters and upsell additional services</li><li id=\"\">Marketing Analytics - determine the effectiveness of your campaigns and decide how to improve them</li><li id=\"\">Transactional notifications - send appointment reminders, payment receipts and delivery updates to your customers</li><li id=\"\">Business process implementation - make Facebook Messenger work for your business and not the other way round</li></ul>"],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"sortByGroup":[0,2],"categories":[1,[[0,"Messaging Channels"]]],"name":[0,"Facebook Messenger"],"documentation":[0,"https://help.respond.io/facebook-messenger/facebook-messenger-quick-start"],"categoryLink":[0,"https://respond.io/integrations?channel=Messaging+Channels"],"group":[0,"Channels-1"],"description":[0,"Connect your Facebook pages and chat over Facebook Messenger."],"learnMore":[0,"https://respond.io/blog/facebook-business-chat"],"createdDate":[0,1616056586000],"blocks":[1,[[0,{"id":[0,"builder-pixel-f1hvzpxrzp"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"variations":[0,{}],"lastUpdated":[0,1738576118525],"firstPublished":[0,1731493227878],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"rev":[0,"199m9vq9wg4"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"85783dc427f74a47a7689c67c51bc867"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493172307],"id":[0,"85783dc427f74a47a7689c67c51bc867"],"name":[0,"Instagram"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"lastPreviewUrl":[0,""],"hasLinks":[0,false],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}],"kind":[0,"data"]}],"data":[0,{"group":[0,"Channels-1"],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true&query.data.slug.$ne=instagram&query.data.hidden=false"],"key":[0,"suggestedIntegrations"]}]]],"documentation":[0,"https://help.respond.io/channels/instagram"],"connect":[0,"https://app.respond.io/space/settings/channels"],"hidden":[0,false],"categoryLink":[0,"/integrations?channel=Messaging+Channels"],"categories":[1,[[0,"Messaging Channels"]]],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"state":[0,{"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}]}],"name":[0,"Instagram"],"learnMore":[0,"https://respond.io/blog/instagram-direct-message-api"],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f9ca_Logo-Instagram.svg"],"slug":[0,"instagram"],"headerColor":[0,"#ebebff"],"sortByGroup":[0,3],"updatedOn":[0,1720097770000],"contents":[0,"<p id=\"\">Utilize teams of multiple agents to communicate with your customers on Instagram. Leverage its massive popularity to engage, sell and support customers on the messaging channel.</p><ul id=\"\"><li id=\"\">Handling inbound conversations - welcome customers, let them know if you’re away or send them to the right agent or department</li><li id=\"\">Responding to chats - transfer customers, create support tickets or submit orders they make</li><li id=\"\">Conversation Supervision and Reporting - analyze the performance of your agents, have total visibility over their conversations and step in at any time<br></li><li id=\"\">Instagram Marketing - respond to ad campaigns, nurture your leads, send abandoned cart messages, newsletters and upsell additional services</li><li id=\"\">Business process implementation - make Instagram work for your business and not the other way round</li></ul>"],"publisherName":[0,"Meta"],"createdDate":[0,1624951837000],"description":[0,"Connect an Instagram Business Account to chat over Instagram."],"blocks":[1,[[0,{"id":[0,"builder-pixel-vqp4635a8v"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"variations":[0,{}],"lastUpdated":[0,1738575994525],"firstPublished":[0,1731493227781],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"rev":[0,"xsbsv3qfuz"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"6892c1b298fd4cecadae363b36d20682"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731493168497],"id":[0,"6892c1b298fd4cecadae363b36d20682"],"name":[0,"IMAP/SMTP"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"lastPreviewUrl":[0,""],"kind":[0,"data"],"hasLinks":[0,false],"breakpoints":[0,{"small":[0,767],"medium":[0,1023]}]}],"variations":[0,{}],"lastUpdated":[0,1736391114077],"firstPublished":[0,1731493227888],"testRatio":[0,1],"createdBy":[0,"NrB2qEkVN3PgIwc6KZGLvOVDcYw1"],"lastUpdatedBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"data":[0,{"sortByGroup":[0,22],"documentation":[0,"https://help.respond.io/email/other-email"],"learnMore":[0,""],"publisherName":[0,"respond.io"],"categoryLink":[0,"https://respond.io/integrations?channel=Email"],"name":[0,"IMAP/SMTP"],"createdDate":[0,1616061553000],"image":[0,"https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f6c0_email.svg"],"state":[0,{"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}],"deviceSize":[0,"large"]}],"fetchUrls":[1,[[0,{"fetchUrl":[0,"https://cdn.builder.io/api/v3/content/integrations?apiKey=11f7a662b80a4675973850b067c01fa5&limit=4&fields=data.name,data.description,data.image,data.tags,data.categories,data.slug&includeUnpublished=false&includeRefs=true"],"key":[0,"suggestedIntegrations"]}]]],"updatedOn":[0,1720097894000],"headerColor":[0,"#f3f3f3"],"connect":[0,"https://app.respond.io/space/settings/channels"],"slug":[0,"imap-smtp"],"categories":[1,[[0,"email"]]],"tags":[1,[[0,"starter"],[0,"growth"],[0,"advanced"]]],"group":[0,"Channels/Email-1"],"hidden":[0,false],"contents":[0,"<p id=\"\">Send and receive emails with the benefits of respond.io’s powerful messaging capabilities.</p><ul id=\"\"><li id=\"\">Handling inbound conversations - welcome customers, let them know if you’re away or send them to the right agent or department</li><li id=\"\">Responding to chats - transfer customers, create support tickets or submit orders they make</li><li id=\"\">Conversation Supervision and Reporting - analyze the performance of your agents, have total visibility over their conversations and step in at any time</li><li id=\"\">Email Marketing - nurture your leads, send abandoned cart messages and newsletters and upsell additional services</li><li id=\"\">Marketing Analytics - determine the effectiveness of your campaigns and decide how to improve them</li><li id=\"\">Transactional notifications - send appointment reminders, payment receipts and delivery updates to your customers</li><li id=\"\">Business process implementation - make Gmail work for your business and not the other way round</li></ul>"],"description":[0,"Connect via IMAP/SMTP to chat over email."],"blocks":[1,[[0,{"id":[0,"builder-pixel-9mlx1x66khh"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"7ync0mtcw1u"]}]}]}],[0,{"channel":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"e1c2b4c59b264f2db58ef6c82cf887f8"],"model":[0,"integrations"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731549601707],"id":[0,"e1c2b4c59b264f2db58ef6c82cf887f8"],"name":[0,"Webchat"],"modelId":[0,"6ab4e0e4619548b18a28fcb4c84bd40c"],"published":[0,"published"],"meta":[0,{"lastPreviewUrl":[0,""],"breakpoints":[0,{"small":[0,767],"medium":[0,1224]}],"kind":[0,"data"],"hasLinks":[0,false]}],"variations":[0,{}],"lastUpdated":[0,1737444025632],"firstPublished":[0,1731551644220],"testRatio":[0,1],"createdBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"lastUpdatedBy":[0,"iXZy2WFUZmcpCYFUXxyUMXfoItx1"],"data":[0,{"name":[0,"Webchat"],"state":[0,{"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}],"translation":[0,{}]}],"slug":[0,"webchat"],"hidden":[0,true],"contents":[0,"<p></p>\n"],"image":[0,"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F8a6a2b129f88460f86ed1fd1068a779a"],"description":[0," Add our Web Chat plugin to your Website."],"blocks":[1,[[0,{"id":[0,"builder-pixel-v75tb0q2uq"],"@type":[0,"@builder.io/sdk:Element"],"tagName":[0,"img"],"properties":[0,{"src":[0,""],"aria-hidden":[0,"true"],"alt":[0,""],"role":[0,"presentation"],"width":[0,"0"],"height":[0,"0"]}],"responsiveStyles":[0,{"large":[0,{"height":[0,"0"],"width":[0,"0"],"display":[0,"inline-block"],"opacity":[0,"0"],"overflow":[0,"hidden"],"pointerEvents":[0,"none"]}]}]}]]]}],"rev":[0,"9maclyuy0ts"]}]}]}]]],"useCases":[1,[[0,{"url":[0,"/sales"],"value":[0,"conversational-sales"],"name":[0,"Conversational Sales"],"useCase":[0,"Conversational Sales"]}],[0,{"name":[0,"Promotional Messaging"],"url":[0,"/marketing"],"value":[0,"promotional-messaging"],"useCase":[0,"Promotional Messaging"]}]]],"content":[0,"<p>Lamarsa Coffee is among Malaysia’s largest coffee equipment retailers, carrying premier brands such as Rocket Espresso, La Marzocco, Mahlkönig and more. It serves B2B and B2C customers from Brunei, Singapore, the Philippines, Taiwan and Australia as well as the local market</p><h2>The Problem</h2><p>As its business grew, Lamarsa Coffee struggled to handle the flood of sales, order and after-sales inquiries through WhatsApp. It wanted to resolve inquiries efficiently, automate tasks and target the right contacts for broadcasts on the channel.</p><p>It also wanted to reach customers on other popular messaging channels in its markets and create special access to dedicated salespeople for high-value customers.</p><h2>The respond.io Solution</h2><p>When Lamarsa Coffee was searching for a business messaging solutions provider that could streamline customer communication and shorten its sales cycle with automation, a respond.io customer recommended the platform.</p><h3>Omnichannel Communication was Centralized</h3><p>Lamarsa Coffee was chatting with customers over WhatsApp Business App. However, limited user access meant only a few agents could handle sales conversations at a time.</p><p>Respond.io recommended it migrate to <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-business-api/"/n target=\"_blank\"\n rel=\"noopener \"\n >WhatsApp API</a> and connect it to the platform for greater multiuser access. Lamarsa Coffee also connected Facebook and Instagram as click-to-chat ads on both drive customer acquisition. Then, it created a web chat and WhatsApp click-to-chat links for its website on respond.io to encourage engagement.</p><p>Instead of switching between messaging platforms and potentially missing messages, agents now have conversations across channels on a single platform. They can also identify returning customers <a \n href=https://respond.io/"https://respond.io/blog/merge-contacts/"/n target=\"_blank\"\n rel=\"noopener \"\n >even if they reach out on another connected channel</a>.</p><h3>Routing Strategies for Customers and VIPs were Implemented</h3><p>Previously, agents used to manually determine the nature of inquiries and pass them to the relevant teams. This severely delayed response times and meant Lamarsa Coffee risked losing prospective customers to competitors who responded faster.</p><p>This is where respond.io’s <a \n href=https://respond.io/"https://help.respond.io/l/en/workflows/workflows-overview/"/n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >Workflows</a> automation comes in. Now, customers select an inquiry category from a menu and Workflows <a \n href=https://respond.io/"https://respond.io/blog/chat-routing-contact-routing-workflows-module-respondio/"/n target=\"_blank\"\n rel=\"noopener \"\n >routes</a> them to the relevant team. Meanwhile, it instantly <a \n href=https://respond.io/"https://respond.io/blog/auto-assignment-automatic-assignment-respondio#toc-mobile-0\"\n target=\"_blank\"\n rel=\"noopener \"\n >assigns</a> high-value customers to their dedicated salespersons.</p><p>If agents are away or busy, automated away messages manage customers’ expectations and assure prospects of a response.</p><h3>Customers were Segmented for Precise Broadcast Targeting</h3><p>For the first time, Lamarsa Coffee is able to <a \n href=https://respond.io/"https://docs.respond.io/contacts/contact-details#tags\"\n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >easily segment</a> imported and new contacts by customer category and other criteria. This lets it send targeted <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-broadcast/"/n target=\"_blank\"\n rel=\"noopener \"\n >bulk messages</a> about promotions, pre-order notifications, shipment updates and more over WhatsApp.</p><p>Through respond.io, it is even able to broadcast to <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-business-api#toc-mobile-15\"\n target=\"_blank\"\n rel=\"noopener \"\n >certain interested prospects</a> who haven’t messaged the company first or added Lamarsa Coffee to their WhatsApp contact list. This way, it can nurture contacts from the start of the sales cycle.</p><h3>Conversations are Monitored and Measured for Quality Improvement</h3><p>Agents were initially chatting with customers over their personal phones. Managers had no insights into what they were saying or how long they were taking to respond to customers or resolve conversations.</p><p>Respond.io enables managers to monitor live conversations and step in to guide agents if necessary. They can also access valuable analytics such as first response and resolution times to hold agents accountable and set performance goals.</p><blockquote><p>“In a short time, respond.io was able to solve problems we’d been facing for years. We signed up for the Enterprise Plan to have a dedicated Customer Success Manager, who helps us make the most of the platform. Customers quickly lose interest when they feel like they are talking to a robot. 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Thúc đẩy các kết quả tiếp thị đại lý ô tô của bạn vượt qua giới hạn.
Biến respond.io thành một phần trong bộ công cụ của bạn để tiếp thị quy mô lớn, rút ngắn chu kỳ bán hàng và giữ chân khách hàng quay lại.
in quarter-on-quarter sales
Được các doanh nghiệp ô tô hàng đầu tin cậy.
Tăng doanh số bán hàng với Tăng trưởng theo chủ đề thảo luận™.
Tăng cường thu thập khách hàng tiềm năng.
Thúc đẩy tăng trưởng doanh nghiệp qua các cuộc gọi hoặc trò chuyện trên WhatsApp, Facebook Messenger và Instagram, tập trung quản lý khách hàng tiềm năng từ nhiều nguồn.
Sử dụng danh mục và tài liệu quảng cáo như là công cụ thu hút khách hàng để thu hút, tạo ra và nuôi dưỡng khách hàng tiềm năng.
Xây dựng các chiến dịch nuôi dưỡng khách hàng để tái khơi dậy sự quan tâm từ các khách hàng tiềm năng lạnh về các mô hình mới hoặc các giao dịch xe cũ.
Tăng cường các yêu cầu bán hàng với các quảng cáo click-to-chat chiến lược, liên kết trò chuyện và mã QR.
Tăng doanh số bán hàng thông qua respond.io.
Tạo các lộ trình VIP cho khách hàng có giá trị cao.
Tích hợp các ERP hiện có hoặc CRM ô tô để lấy dữ liệu hoặc tạo giao dịch trong quá trình trò chuyện.
Cung cấp hỗ trợ bán hàng 24/7 với các tùy chọn tự phục vụ như FAQs tự động, truy cập nhân viên hỗ trợ con người hay sự kết hợp của cả hai.
Tự động hóa việc đủ điều kiện khách hàng tiềm năng để những nhân viên bán hàng của bạn có thể dành nhiều thời gian hơn cho việc thực hiện bán hàng.
Nỗ lực hết mình vì khách hàng.
Tự động nhắc nhở lịch hẹn và gửi thông báo khi xe đã sẵn sàng để lấy.
Gửi thông báo giao dịch 1:1 hoặc hàng loạt cho tất cả mọi thứ — từ cập nhật giao hàng đến các thông báo bổ sung.
Phân khúc khách hàng theo sở thích, mua hàng trong quá khứ hoặc hành vi người mua để nhắm mục tiêu lại.
Phát sóng các ưu đãi đặc biệt trên các ứng dụng nhắn tin để nhắm mục tiêu khán giả ngay lập tức hoặc lên lịch trước.
Gain insights and improve agent performance
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Sync customer data and streamline transactions by integrating with ERPs or CRMs such as Salesforce, HubSpot, Shopify and more
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Ensure the protection of customer and business data with ISO 27001 certification, SSL encryption, two-factor authentication, extensive cloud security measures, and SSO
Trust respond.io for efficient sales and transactional conversations, so you never lose a customer due to crashes or downtime
Những câu chuyện thành công thực tế từ khách hàng
Tăng tốc kết quả kinh doanh của bạn.
Tổng quan
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Nhà bán lẻ phụ tùng ô tô
Đại lý ô tô
Cách Srikandi tinh giản giao tiếp cho 47 chi nhánh và tăng tốc tăng trưởng doanh thuĐọc câu chuyện khách hàng 
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Cách Kleta sử dụng respond.io để đạt được mức tăng trưởng 100% trong số người đăng ký chỉ trong hai thángĐọc câu chuyện khách hàng 
