Case Study: Apna achieves 30-minute resolution times with respond.io

Behind Apna's Success: 30-Minute Resolution Times Unveiled

Apna, a recruitment platform connecting job seekers with employers across India, needed a better way to support recruiters across channels. Its website chat created gaps in follow-up and context, while WhatsApp messages sent through another tool were not visible to agents, making it hard to track conversation history and respond effectively. Apna turned to Respond.io for a more unified support experience.

Respond.io connected WhatsApp Business API and web chat into an omnichannel inbox, later adding email as well, and gave Apna’s team full customer profiles and conversation histories in one place. This enabled faster, more personalized support, helping Apna achieve first response times under 5 minutes for 80% of customers, resolution times under 30 minutes for 80%, and customer satisfaction above 80%.

Apna

Zoyeb Batliwala

Director of Employer Success