Case Study: Jagoan Hosting achieves 93% CSAT with respond.io

Jagoan Hosting Increased a CSAT Score to 93% by Implementing Powerful Workflows

Jagoan Hosting, an Indonesian web hosting provider owned by PT Beon Intermedia, needed a reliable WhatsApp API provider and a central messaging platform to manage customer inquiries from WhatsApp, web chat, and other social channels. The company wanted better support for WhatsApp, consolidated conversations in one inbox, and a way to improve service for both members and non-members.

Using respond.io, Jagoan Hosting connected WhatsApp API, web chat, Telegram, Facebook Messenger, and Instagram into a shared inbox, then used Workflows to automate routing, customer verification, CSAT surveys, and performance reporting. The result was a 52% boost in agent productivity, a 20% reduction in wait time, and a 93% CSAT score, while respond.io also helped stabilize messaging operations and support.

Jagoan Hosting

Andy Novianto

Operational Manager