Case Study: Bella Piel Cuts Response Time and Messaging Costs with respond.io

Bella Piel Received an Award For Elevating Customer Experience In Latin America By Cutting Down Response Time By 37%

Bella Piel, a Colombian dermocosmetics brand with 63 outlets and a growing digital presence, needed to unify customer conversations across WhatsApp, Facebook, website chat, Instagram, and regional teams. The company wanted a single brand voice, easier remote supervision, and a way to connect customers with the right local agent while keeping service consistent across channels. Bella Piel turned to respond.io and its implementation partner Attention to support its omnichannel communication strategy.

Using respond.io, Bella Piel centralized all messaging into one shared inbox, automated regional routing with Workflows, and added analytics and supervisor tools to monitor agent performance and customer satisfaction remotely. The results were significant: response times dropped by 37%, messaging spend was reduced by 95%, and the company won a Latin American eCommerce customer experience award. respond.io helped Bella Piel improve transparency, standardize service, and scale its operations more efficiently.

Bella Piel

Daniela González

Omnichannel Communication Manager