Respond.io's Conversation-Led Growth™ framework enables you to Capture, Convert and Retain customers, fueling business growth at every stage of the customer journey
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-pfvdqtiyyz"],"@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,"47wxf5g4ou"]}]}]}],[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://assets1-proxy.respond.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. 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eCommerce & Retail
How Golden Luxe Enjoys a 20x More Stable Messaging Experience with respond.io
With Manuel Pérez, General Manager at Golden Luxe
20x
More stable messaging experience
5h
Average response time
17%
Returning customer rate
Goals
Have a reliable messaging platform with little to no downtime
Streamline customer response with automation
Improve chat routing efficiency
Solutions
A stable messaging experience was guaranteed with respond.io
Customer experience was improved with respond.io’s intuitive platform
Routing workflows were built to handle inbound conversations
Tags were used to identify returning customers
Golden Luxe is an online jewelry store with young Colombians as its main customers. It boasts a solid social media presence on Instagram and Facebook, showcasing its products via elegant photos and videos.
While many customers buy directly from its website, Golden Luxe’s thriving social networks are its second sales channel and have proven to be effective at generating conversions too. Customers interested in a product generally contact the brand with purchase intent, and the sale is completed in just a few steps with little input from sales.
The Problem
In the past, Golden Luxe was working with a different messaging solution that wasn’t very reliable. The platform used to crash several times a week, sometimes for hours. Messages would stop coming in, a critical issue for a company that relies on conversational sales and support.
The most important thing for Golden Luxe was finding a stable, reliable platform that wouldn’t disappoint its customers or agents. It also wanted to build automation with simple, intuitive user interface and user experience, as that would help route customers to the right team.
The respond.io Solution
When looking for a messaging platform, Golden Luxe considered several of the available options in the market. It decided to settle with respond.io, which stood out as a feature-rich solution with an attractive user interface.
Messaging Channels were Centralized in One Platform
With a central omnichannel inbox, Golden Luxe agents sell and provide support from a single platform. In the Messages Module, they have access to every customer’s chat history across all the connected messaging channels in one thread.
This is made possible with respond.io’s Contact Merge tool. When a customer contacts a business over two or more messaging channels, the platform suggests joining duplicate profiles into one to prevent siloed conversations across different channels.
A Stable Messaging Experience was Guaranteed with respond.io
As soon as it began using respond.io, Golden Luxe experienced a massive improvement in platform stability; downtimes were extremely rare and all customer messages arrived in the inbox with no issues.
This was a pleasant first impression since now the company can rest assured that its sales and customer support are no longer compromised by technical problems.
Customer Experience was Improved with respond.io’s Intuitive Platform
Before using respond.io, Golden Luxe experimented with automation on a competitor platform to route inbound conversations and pass them to the right team. Unfortunately, its automation was neither intuitive nor user-friendly.
Because customers didn’t understand how it operated, they couldn’t trigger the desired response and would drop off when frustrated. The company knew that it needed a better automation builder.
Golden Luxe noticed that Workflows are really easy to comprehend by the average customer. Now customers only need to press a button on an interactive menu to receive the attention they need from the right team.
Tags were Used to Identify Returning Customers
To identify returning customers, Golden Luxe uses respond.io Tags. These can be automated using Workflows, meaning that Contacts can be automatically labeled or unlabelled with Tags if certain conditions are met.
Whenever a Golden Luxe agent enables a sale to a first-time customer and closes the conversation, a Returning Customer Tag is automatically assigned to the customer. With this simple method, returning customers are easy to identify and retarget with future promotions.
“Since we switched to respond.io, stability has not been an issue anymore. Plus, the platform is very rich in features compared to our previous messaging platform and to other solution providers in the market. It’s definitely one of the most reliable options.” – Manuel Pérez, General Manager at Golden Luxe.
The Results
Since signing up for respond.io, Golden Luxe reports that it has a 20x more stable messaging experience. While it suffered from weekly platform crashes in the past, respond.io granted almost no platform downtime. This has seen an increase in agent productivity and customer engagement.
With a functional messaging platform and Workflows, Golden Luxe is able to secure an average first response time of 5 hours. The messaging experience allows customers to buy and seek assistance without technical problems, encouraging many to return. Thus, the company has a returning customer rate of 17%.
Golden Luxe hasn’t stopped exploring all the features that respond.io has to offer. In the future, it intends to retarget existing customers with WhatsApp Broadcasts, as they have higher open rates than email promotions and can contribute to a higher number of conversions.
Overview
Electronic
Fashion & Apparel
Furniture
Jewelry
Afterschool Activities
Sport & Fitness
Beauty Center
Dental Clinic
Medical Clinic
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Home Cleaning & Maid Services
Photography & Videography
Auto Part Retailer
Car Dealership
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Travel Agency & Tour Operator
