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

Sicar provides point-of-sale (POS) systems to a range of businesses across Mexico, helping entrepreneurs handle payments, keep track of warehouse inventory and manage shipping between branches. As Sicar plays a crucial role in business operations, prompt engagement over both WhatsApp chat and voice calls is key to maintaining customer trust and satisfaction.

The problem: Handling chats and calls separately caused delays and left agents without context

Sicar takes pride in promptly addressing any issues that arise for customers to keep operations running smoothly. It offers support over WhatsApp, Facebook Messenger, Instagram, Telegram, email and webchat. The business began using respond.io in 2020 to connect all its messaging channels to a single inbox to stay on top of chats and ensure tickets are resolved.

However, while its chats are managed efficiently, more complex issues need to be discussed over a call, and this led to delays. Call and chat were handled by separate teams as calls were on landline phones, and successfully handing over a chat conversation to phone support took hours or even days. This led to customer frustration and lost business.

Additionally, it was difficult to track the history of customer issues because there was no record of the calls in the chat, and call support had no visibility into chat history. Without this context, agents were unable to provide the high quality experience customers expected. The business needed a way to combine chat and calls into a single platform to provide fast, high quality resolutions to customers.

The respond.io solution

As respond.io was a chosen WhatsApp Business Solution Provider to partner in the release of WhatsApp Business Calling API, Sicar gained early access to the feature. WhatsApp Business Calling API proved to be the solution to uniting chat and calls to offer a seamless resolution process to any inquiry.

Bring chats and calls into a single platform

When Meta’s WhatsApp Business Calling API became available with respond.io as one of the first providers, Sicar seized the opportunity to move all of its calls from landlines to WhatsApp. As most of its customers were on WhatsApp, it’s easy for them to jump from a WhatsApp chat into a call if necessary.

The business now uses a single WhatsApp number for inquiries — all chats and calls are visible in the same thread, so any agents involved with the customer get instant context.

Seamlessly transfer conversations from chat to call

In the past, when a customer needed to be transferred to a call, the call had to be handed over from the chat agent to a phone agent, requiring manual effort on the business side and subjecting the customer to a long wait.

Now, if the issue in the chat becomes too complex to handle over text, the agent simply asks for permission to call and then continues the conversation by phone. Inquiries about feature setup, walkthroughs, or bug clarifications can be answered on the spot — often within a single session — because there’s no wait or transfer involved.

Automate escalations for a smooth customer experience

Sicar automates its escalation process by sending a ticket via Workflows as soon as an inquiry comes in. Customers fill out the ticket which is then routed to an appropriate agent. Agents respond promptly and attempt to resolve the issue over chat, then escalate to a call if necessary.

“Before, requests or inquiries that needed a call could take hours or even days because our landline was handled separately from chats. Now that we use WhatsApp for both chat and calls, our agents can switch instantly from a conversation to a voice call with the same customer — all in one place. It’s faster, more personal, and our customers love it.” - Eliseo de Dios Aréchiga, Co-founder and Director of Marketing, Sicar

The results

Just one month after switching from desk phones to WhatsApp Calling alongside chat, Sicar saw dramatic improvements in their operations and customer satisfaction. Agents now resolve inquiries 20% faster by combining chat and voice in one thread.

There’s also often no need for multiple conversations as real-time calls lead to quicker understanding and resolution, resulting in a 35% increase in tickets closed in a single conversation. And customers appreciate the difference; because of the speed, simplicity, and continuity of WhatsApp-based support, the Sicar has seen a 15% boost in CSAT scores.

Together, these gains show how WhatsApp as a unified communication channel can significantly enhance both customer satisfaction and operational efficiency.

Want to boost your customer experience by integrating WhatsApp chat and calls? Contact us for a free consultation today.