Case Study: Sharwa achieves 40% WhatsApp conversion rates with respond.io

The Secret Behind Sharwa's 40% Conversion Rate on WhatsApp

Sharwa, an Egyptian social commerce platform, needed a better way to communicate with customers, vendors, and delivery drivers while keeping support efficient across multiple channels. To solve this, it turned to Respond.io and its messaging platform to centralize conversations, automate routing, and support omnichannel customer service as the business scaled.

Using Respond.io, Sharwa set up separate workspaces, connected WhatsApp, Facebook Messenger, and Instagram to a central inbox, and built workflows for inquiry routing, order placement, and order tracking. The company also used push notifications for retargeting and analytics tools to monitor performance. The impact was strong: first response times improved by 60%, resolution times by 40%, CSAT rose from 70% to 85%, 50% of customers became repeat buyers, and WhatsApp retargeting campaigns achieved a 40% conversion rate.

Sharwa

Mohamed Hanafy

Co-founder and CPO