Case Study: ShareChat cuts resolution time in half with Respond.io

Cutting ShareChat's Resolution Time In Half respond.io's Automation Does The Trick

ShareChat, India’s largest native social media app, used Respond.io to help power its creator program, ShareChat for Creators. As the program scaled to 50,000 creators across 15 languages and 9 genres, the team struggled with chaotic communication, agents using personal WhatsApp numbers, limited visibility into conversations, and too much manual effort handling repetitive creator questions.

Respond.io centralized all communication into one platform, unified WhatsApp messaging through a single verified WhatsApp API number, automated FAQs and chat routing with Workflows, and enabled broadcasts, agent monitoring, and better collaboration. The results were strong: first response time improved by 20%, resolution time improved by 45% (from 31 hours to 17 hours), and inactive-to-active creator conversions increased from 2% via in-app messaging to 14% via WhatsApp broadcasts.

ShareChat

Kuldeep Modh

Strategy and Operations Manager