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-rv3dy10lgg"],"@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,"g7pkcfysmjw"]}]}]}],[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. 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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-n00dayz7zgs"],"@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,"5a7b0355kiw"]}]}]}]]],"fetchUrls":[1,[[0,{"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-colour-my-plate-revamped-its-sales-operations-for-45-more-conversions&query.data.industry.id=c121bbcc7a53496284dbf8243cc7e01a"],"key":[0,"relatedCustomerStories"]}]]],"industry":[0,{"@type":[0,"@builder.io/core:Reference"],"id":[0,"c121bbcc7a53496284dbf8243cc7e01a"],"model":[0,"industry"],"value":[0,{"query":[1,[]],"folders":[1,[]],"createdDate":[0,1731407565973],"id":[0,"c121bbcc7a53496284dbf8243cc7e01a"],"name":[0,"Food & Beverage"],"modelId":[0,"88c41186c9384eca867e5da4e6337e89"],"meta":[0,{}],"variations":[0,{}],"lastUpdated":[0,1731408621469],"testRatio":[0,1],"createdBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"lastUpdatedBy":[0,"ERp0KKo3g7PHHX0f7EDQVVI8Qt53"],"published":[0,"published"],"firstPublished":[0,1731408623683],"data":[0,{"name":[0,"Food & Beverage"],"createdDate":[0,1673848723000],"updatedOn":[0,1673848723000],"slug":[0,"food-beverage"],"state":[0,{"translation":[0,{}],"deviceSize":[0,"large"],"location":[0,{"path":[0,""],"query":[0,{}]}]}],"blocks":[1,[[0,{"id":[0,"builder-pixel-bow2xjypfz"],"@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,"hsnr8i1nbu"]}]}],"location":[0,"Dubai"],"backgroundColor":[0,"#ffebeb"],"updatedOn":[0,1714711178000],"tags":[1,[[0,"capture-leads-from-ads"]]],"name":[0,"How Colour My Plate Revamped Customer Conversations for 45% More Conversions"],"cta":[0,{"toggle":[0,true],"heading":[0,"Dreaming of a 45% increase in conversions?"],"subHeading":[0,"Colour My Plate achieved just that by revamping their sales operations with respond.io, leading to faster responses, more efficient resolution times, and significantly higher conversions. Transform your customer conversations and boost your conversion rates. Sign up or book a demo with respond.io today to begin your journey to success!"]}],"useCases":[1,[[0,{"value":[0,"conversational-sales"],"name":[0,"Conversational Sales"],"url":[0,"/sales"],"useCase":[0,"Conversational Sales"]}],[0,{"name":[0,"Conversational Support"],"url":[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"]}]]],"seoMeta":[0,{"description":[0,"A respond.io success story: Colour My Plate improved how its teams collaborate and talk to customers. As a result, it sells 45% more gourmet meal plans."],"title":[0,"How Colour My Plate Revamped Customer Conversations for 45% More Conversions"]}],"solutions":[1,[[0,{"solution":[0,"Enabled omnichannel sales and support with multiuser access"]}],[0,{"solution":[0,"Onboarded relevant teams to facilitate collaboration"]}],[0,{"solution":[0,"Enabled agent monitoring to improve conversation quality and outcome"]}]]],"metrics":[1,[[0,{"symbol":[0,"%"],"metric":[0,"40%"],"results":[0,"Faster first response times"]}],[0,{"symbol":[0,"%"],"metric":[0,"91%"],"results":[0,"Faster resolutions"]}],[0,{"metric":[0,"45%"],"symbol":[0,"%"],"results":[0,"More conversions"]}]]],"title":[0,"How Colour My Plate Revamped Customer Conversations for 45% More Conversions"],"content":[0,"<p>Colour My Plate is a weekly meal subscription service in Dubai specializing in healthy gourmet meal plans. It operates from a central kitchen and delivers throughout the United Arab Emirates. A unique selling point is that its agents are qualified dieticians. They advise customers with dietary or medical restrictions on suitable plans or even customize one for them.</p><h2>The Problem</h2><p>First, Colour My Plate needed a scalable business messaging platform that could support an increasing volume of chats and the expansion of its sales and support teams. It was also keen on streamlining interdepartmental communication. Finally, it wanted to supervise agents’ conversations and reduce resolution times for inquiries and issues.</p><h2>The respond.io Solution</h2><p>Colour My Plate COO Malek Barghout was using respond.io for <a \n href=https://respond.io/"https://respond.io/blog/how-800-storage-achieved-30-more-conversions-over-whatsapp/"/n target=\"_blank\"\n rel=\"noopener \"\n >800 Storage</a>. As he was already familiar with and trusted the platform, he worked with a Customer Success Manager to implement the following solutions for Colour My Plate.</p><h3>All Channels and the ERP were Connected to a Central Inbox</h3><p>Colour My Plate upgraded its WhatsApp Business App accounts to WhatsApp API. It then connected WhatsApp API, Instagram and Facebook Messenger to respond.io so chats on all channels flow into one inbox.</p><p>With multiuser access to all channels, more sales and support agents can be scheduled for shifts. Confident it can now systematically handle a high volume of customer conversations, Colour My Plate added WhatsApp click-to-chat links to its website to drive more inquiries.</p><p>Finally, agents update and retrieve data on the company’s purpose-built Enterprise Resource Planning (ERP) system while talking to customers. Colour My Plate integrated its ERP with respond.io so agents no longer have to switch between platforms for this.</p><h3>Relevant Teams were Added to the Workspace</h3><p>Daily operations involve the collaboration of five teams. Initially, resolving meal plan customization inquiries was tedious as agents took hours to go back and forth between the kitchen manager and customers.</p><p>Colour My Plate onboarded all five teams onto respond.io. Agents no longer have to repeat requests or information, which reduces resolution time and room for errors. All teams have access to customer profiles and conversation histories, and can collaborate seamlessly on one platform.</p><h3>Conversation Routing and Assignment were Automated</h3><p>When customers make a purchase, the ERP automatically creates a <a \n href=https://respond.io/"https://help.respond.io/l/en/contacts/contact-details#tags\"\n target=\"_blank\"\n rel=\"noopener noreferrer\"\n >Tag</a> on respond.io to identify them as active customers. Respond.io’s <a \n href=https://respond.io/"https://respond.io/blog/november-2021-release-workflows-module-and-send-message-templates-via-messages-api#toc-mobile-0\"\n target=\"_blank\"\n rel=\"noopener \"\n >Workflows</a> automation <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 support team and <a \n href=https://respond.io/"https://respond.io/blog/auto-assignment-automatic-assignment-respondio/"/n target=\"_blank\"\n rel=\"noopener \"\n >assigns</a> them to an available agent when they message.</p><p>Meanwhile, Workflows routes new customers to the sales team. If they require complex nutrition advice, agents can <a \n href=https://respond.io/"https://respond.io/blog/escalation-management/"/n target=\"_blank\"\n rel=\"noopener \"\n >escalate the conversation</a> to an expert dietician. If agents are unavailable, automated away messages inform customers of an expected response time.</p><h3>Customers Could be Segmented for Promotional Broadcasts</h3><p>With Tags, Colour My Plate discovered a surprise benefit: The ability to segment customers for <a \n href=https://respond.io/"https://respond.io/blog/whatsapp-broadcast/"/n target=\"_blank\"\n rel=\"noopener \"\n >WhatsApp Broadcasts</a>. Respond.io’s Broadcast Module allows it to define targeted recipients and schedule or send bulk messages.</p><p>Aside from informing active subscribers about plans or promotions, these re-engage inactive customers.</p><h3>Conversations are Supervised to Improve Accuracy and Outcomes</h3><p>Around 40% of customers reach out to discuss their needs before deciding if they want to proceed with a meal plan. Previously, managers could only review these conversations after they ended and mistakes had been made that negatively affected the outcome.</p><p>Now, managers have an eagle-eye view of conversations in real-time and can actively supervise chats. They ensure the messaging is accurate and guide agents via internal comments to steer conversations in more favorable directions.</p><blockquote><p>I like that respond.io lets us design the exact workflows we need. For instance, we escalate clients with complex needs so discreetly that customers don’t realize they’re speaking to another dietician. These are high-value clients. Talking about medical conditions can be distressing and we want them to feel comfortable. Working with a Customer Success Manager helped us quickly achieve the customer experience we had in mind. – Malek Barghout, COO of Colour My Plate</p></blockquote>\n <picture>\n \n <source\n type=\"image/avif\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=360&fm=avif 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=480&fm=avif 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=640&fm=avif 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=768&fm=avif 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_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 \n <source\n type=\"image/webp\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=360&fm=webp 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=480&fm=webp 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=640&fm=webp 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=768&fm=webp 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_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 \n <source\n type=\"image/jpeg\"\n srcset=\"https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=360&fm=jpg&q=80 360w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=480&fm=jpg&q=80 480w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=640&fm=jpg&q=80 640w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_800.jpeg?w=768&fm=jpg&q=80 768w,\n https://assets2-proxy.respond.io/ph8r57dk1q9w/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_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/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_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/6GSTwlggKS9OABlsuvUfNR/36f34bfbe8c44ebf7050f4498096f505/66cc2ce1ae967dfb111102cf_CaseStudies-ColourMyPlateImage04_51bdce5cef5bcdd2078f97e389f62bec_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>Results</h2><p>Unifying all teams on respond.io allows Colour My Plate to onboard new agents easily as expands. Not only does respond.io support multiuser access for all messaging channels, but managers can also supervise, train and evaluate new agents from one platform.</p><p>Automated routing and assignment cut first response time from 3 minutes 15 seconds to 1 minute 56 seconds. Even more impressively, better internal collaboration reduced the resolution time for meal plan customizations by 90%, from 180 minutes to just 15 minutes.</p><p>In essence, agents are able to keep customers interested with quick responses and navigate tough conversations well with supervised interactions. 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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-015bylb4i019o"],"@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,"914m8gjby1"]}]}],"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-rv3dy10lgg"],"@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,"g7pkcfysmjw"]}]}]}],[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-tlg6h9eyt8c"],"@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,"a4sx3t6aa26"]}]}]}]]],"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 \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 \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 \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-55eqqjbc6io"],"@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,"1pkdkpr5b1y"]}]}],"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-rv3dy10lgg"],"@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,"g7pkcfysmjw"]}]}]}],[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-tlg6h9eyt8c"],"@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,"a4sx3t6aa26"]}]}]}],[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-n00dayz7zgs"],"@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,"5a7b0355kiw"]}]}]}],[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-7708oiyql5a"],"@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,"ssbs0v8a9o"]}]}]}],[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-0infwasle9s"],"@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,"fcixrsolfhs"]}]}]}]]],"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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