Case Study: Sicar achieves faster, more resolved WhatsApp support with Respond.io

Sicar Boosted Single-Conversation Resolutions by 35% — Thanks to WhatsApp Calls

Sicar, a Mexico-based POS systems provider, needed a better way to support customers across WhatsApp and voice. Using respond.io, the company had already centralized messaging, but calls were still handled separately on landline phones, causing slow handoffs, limited context for agents, and delays that hurt customer satisfaction.

With respond.io and WhatsApp Business Calling API, Sicar moved all calls to WhatsApp and unified chat and calls in one thread, while also automating escalations through Workflows. The result was a 20% faster resolution time, a 35% increase in inquiries resolved in a single conversation, and a 15% boost in CSAT.

Sicar

Eliseo de Dios Aréchiga

Co-founder and Director of Marketing