Case Study: H&H Skincare Boosts Customer Loyalty and Sales with respond.io

How H&H Skincare Boosted Its Customer Loyalty to 60%

H&H Skincare, an eCommerce and retail skincare brand in Indonesia, struggled to keep up with a surge in customer inquiries as it expanded its messaging channels. Its single WhatsApp agent became a bottleneck, and the WhatsApp Business App couldn’t support the larger team the company needed. Respond.io helped H&H Skincare move to WhatsApp API and manage conversations more effectively across channels.

Using Respond.io, H&H Skincare unified WhatsApp API, Instagram, Facebook Messenger, and Google Business Messages in one inbox, automated customer routing and profile collection, and scaled its support team from 1 to 15 agents. The results were strong: 60% of monthly messages came from returning customers, first response time dropped from 8 hours to 2.8 hours, daily new contacts increased by 300% versus 2022, and sales grew 160% in 6 months.

H&H Skincare

Fikri Bisyir

Co-founder