---
description: A respond.io success story: Moj for Creators connects with over 200,000 video creators in India using a single WhatsApp number and robust chat automation
title: Moj for Creators Boosts Resolution Time By 94% with Task Automation
image: https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0
---

[Customer stories](/customers)

IT & SaaS

# Automating 40% of Its Tasks, Moj for Creators Boosts Resolution Time By 94%

With Romel Raj Krishna, Associate Manager for Moj for Creators

![Moj for Creators Boosts Resolution Time By 94% with Task Automation](https://assets2-proxy.respond.io/ph8r57dk1q9w/qGRdcrJcUBVyrRcU60Xab/a48494a592b7ba38fc167cabf106d319/66cc2ce1ae967dfb111107e4_pexels-ivan-samkov-7676828.jpg?q=70&w=500&fm=avif)

20,000+

Messages broadcasted daily

94%

 Faster resolution times

40%

of tasks automated

## Goals

* Establish a scalable communication platform
* Enable both one-on-one conversations and broadcasts
* Automate as many processes as possible
* Supervise off-site agents remotely

## Solutions

* Set up communication channels with creators in 15 languages
* Enabled precise segmentation for 1:1 and mass messaging
* Implemented automation for processes across the audiences’ journey
* Enabled remote agent supervision for quality improvement

Moj for Creators is a training program by Indian video sharing service Moj. It equips selected video creators with the tools and skills to become Moj influencers through technical and creative courses, coaching and mentorship. The brand also runs trend workshops and advanced courses for established creators.

## The Problem

As a fast-growing brand, Moj for Creators needed to enable reliable communication with creators as quickly as possible. Its chosen platform had to work at scale and support multiple teams as well as reach a massive, multilingual audience spread across India.

In addition to supporting 1:1 conversations in several local languages, it wanted to segment groups of audiences and send tailored broadcasts. It also needed to supervise its outsourced agents remotely. In the long term, the brand planned to automate most of its processes for greater efficiency and reduced dependency on human agents.‍

## The respond.io Solution

Moj for Creators surveyed several solution providers in the market. It chose respond.io as its setup was relatively straightforward and agents could quickly start talking to creators.

### WhatsApp API was Connected to a Central Inbox

As the [most popular messaging app in India](https://respond.io/blog/top-messaging-apps#toc-mobile-8), WhatsApp was the natural choice for a communication channel.

Moj for Creators connected [WhatsApp API](https://respond.io/blog/whatsapp-business-api) with respond.io’s inbox so [multiple teams](https://respond.io/blog/whatsapp-business-multiple-users) of agents could initiate and reply to conversations. This includes 15 teams providing support to 200,000 creators in 15 languages — all from a single WhatsApp number.

### Routine Tasks across Operations were Automated

While features like [canned responses](https://help.respond.io/l/en/workspace-settings/snippets) increase conversation efficiency, the sheer volume of daily conversations was hard to handle manually. Moj for Creators used respond.io’s [Workflows automation builder](https://help.respond.io/l/en/workflows/workflows-overview) to automate several processes and phases in the creators’ journey.

This includes an entirely automated onboarding process, [chat routing](https://help.respond.io/l/en/convert-leads/how-to-route-contacts-by-their-preferred-language) by language and program stage, round-robin [assignment to an available agent](https://respond.io/blog/auto-assignment-automatic-assignment-respondio) and [support escalation](https://respond.io/blog/escalation-management). Through [HTTP requests](https://respond.io/blog/february-2022-release-new-workflows-steps-new-navigation-and-messaging-module-design-custom-channel-integration-and-bits-and-bobs#toc-mobile-4), the brand is able to integrate Google Sheets for data recording when necessary.

### Creators were Segmented for Promotional Messaging and Notifications

Moj for Creators [categorizes](https://help.respond.io/l/en/contacts/contact-details#tags) creators by language, content genre, location and stage in the program, among others. This allows it to segment creators for broadcasts to promote events such as genre-specific workshops or send bulk updates for certain courses.

The brand also regularly runs trend challenges and uses [Variables](https://help.respond.io/l/en/dynamic-variables/dynamic-variables) and HTTP Requests to notify the winners.

### Agents could be Supervised Remotely and Assigned KPIs

As it outsources its support, Moj for Creators needs visibility over agents’ conversations with creators and their outcomes. Respond.io enabled managers to supervise ongoing conversations, [step in to guide agents](https://help.respond.io/l/en/contacts/contact-activity?%5Fga=2.228577880.417049847.1666333100-363328488.1646196266#comments) if they need help and track metrics such as first response times and resolution times through the [analytics component](https://help.respond.io/l/en/support-use-case/reporting-for-support?%5Fga=2.223386206.417049847.1666333100-363328488.1646196266).

The brand now sets key performance indicators (KPIs) to reduce resolution times further and improve support quality.

> “Respond.io quickly improved our performance and we still have yet to realize the full potential of the platform. At the speed we’re going, this is sure to happen. Workflows was a revolution for us. Ultimately, we want to reduce our dependency on agents and automate most communication, unless it’s sensitive or urgent. We believe respond.io will let us do this swiftly and at scale.” — Romel Raj Krishna, Associate Manager for Moj for Creators

![](https://assets2-proxy.respond.io/ph8r57dk1q9w/zakfeYDtq26NdmXBYMYnK/e710f72c32a1dbcb83c3aa871e9c2aa2/66cc2ce1ae967dfb111104ac_CaseStudies-MojforCreatorsImage04_b2cba4bd836e09db3ae8872afffbf717_800.jpeg?fm=jpg&q=80&w=640)

## The Results

As Moj for Creators works with emerging and successful talents alike, it needs to be able to support the entire creator lifecycle and build long-term relationships with its creators over instant messaging.

Moj for Creators sends over 20,000 targeted broadcasts per day to keep creators updated about its program and events. By tweaking its strategies with respond.io’s tools, Moj for Creators has reduced support resolution time from 38 hours to under 2 hours — an impressive 94% improvement.

Respond.io empowers it to design the exact creator experience it wants with a customizable mix of automation, analytics and human input. The brand has successfully automated 40% of its processes using Workflows for quicker task execution. However, it maintains human agent access for a more personal experience in complex support cases.

Want to tailor a similar solution for your company? [Reach out to us](https://respond.io/contact) today.

![Moj for Creators Boosts Resolution Time By 94% with Task Automation](https://assets2-proxy.respond.io/ph8r57dk1q9w/2aZ6WAGCinV93aZfFO3Jyr/cfc44e84c8e4841f81b174c19f336159/66cc2ce1ae967dfb11110796_logo.svg?q=70&w=400&fm=avif)

🌐 Website

[creators.mojapp.in](https://creators.mojapp.in)

📍 Location

India

⚡️ Industry

IT & SaaS

🛠️ Channels

[![integrations](https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f607_Logo-Whatsapp.svg)](https://respond.io/integrations?channel=Messaging+Channels)![integrations](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F8a6a2b129f88460f86ed1fd1068a779a)

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2025-12-05T04:33:23.400Z

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