Case Study: E4CC achieves 80% faster first response times with respond.io

How respond.io Transformed E4CC's Customer Support

E4CC, an English language training provider with 22 branches across four countries in Latin America, needed a better way to manage customer communication as it scaled. Its operations were siloed across regions, and its support process had slow resolution times, so it turned to Respond.io to help consolidate communication and improve response speed using a centralized messaging platform.

Respond.io unified E4CC’s contacts, channels, and conversations across Latin America, connected new sales and support channels, and moved support to WhatsApp while using automation for routing and workflows. The results were strong: first response time dropped by 80%, chat routing became 3x faster, and support agents reported quicker resolutions, with E4CC later expanding to Instagram and Telegram and planning to explore voice calls on Respond.io.

E4CC

Luis Castillo

E4CC