ParcelDaily is a courier service serving e-commerce businesses, offices and individuals across Malaysia. With over 10,000 active users each month communicating over WhatsApp, Facebook Messenger, Instagram and TikTok, the business depends on fast, consistent replies to keep deliveries moving and customers informed.

The problem: Lack of visibility and control over performance

Managing such a high volume of conversations across channels was a challenge. Marketing, sales and support were siloed, making it difficult to maintain consistent visibility, handovers and response standards. The business was also running Meta and TikTok ads, but struggled to keep up with replies and sort out high quality leads from spam. Customer communication was chaos, with no clear visibility into what was working and what wasn’t.

While ParcelDaily was connected to WhatsApp API through respond.io, it mainly used the platform to send broadcasts and notifications, while still maintaining multiple WhatsApp Business numbers for different teams. It was considering dropping WhatsApp API altogether and simply using the WhatsApp Business App because it couldn’t see any value to the API beyond broadcasts.

It took a conversation with respond.io Customer Success Manager Joshua Loo to help the business understand that it already had the solution to its communication challenges. All it needed was the right strategy and setup.

The respond.io solution

Joshua led the ParcelDaily team through a tailored program to get them on the right track with Workflows automation. The team focused on two priorities: fixing operational silos inside the inbox and improving lead quality before conversations ever reached agents.

Eliminate channel and team silos for a smooth customer journey

The first issue wasn’t volume—it was fragmentation. With multiple numbers and teams operating separately, ParcelDaily couldn’t run a consistent process across channels, and it was hard to ensure leads and customers reached the right people at the right time.

It set up Workflows automation to standardize routing and collaboration so marketing, sales and support could work from a single system without losing ownership. Instead of treating WhatsApp solely as a broadcast pipe, ParcelDaily began to use automation to route conversations to the right place, so agents weren’t guessing, and customers weren’t bouncing between teams.

Reduce spam and improve ad lead quality with Meta Conversion API and TikTok Lower Funnel Events

For businesses like ParcelDaily that are getting started with Meta and TikTok ads, spam is inevitable. Targeting is never precise enough and low quality leads quickly pile up. Here’s the fix: teach ad platforms what a quality lead looks like so fewer low-intent contacts enter the inbox.

ParcelDaily integrated Meta’s Conversion API and TikTok Lower Funnel Events with respond.io. This lets Meta or TikTok know when a lead has booked a delivery. Ads are then automatically optimized so similar people will see them. That means more conversions and less spam.

As lead quality increased with better ad targeting, agents spent less time filtering junk and more time engaging real customers, while ad spend became more efficient because optimization was based on actual revenue impact, not just engagement like clicks or form fills.

Improve response times with AI Agents

Once the business had a cleaner lead stream and straightforward routing, ParcelDaily added AI Agents to handle information collection early in the conversation. Instead of agents spending the first minutes asking repetitive questions, AI Agents captured customer details upfront and ensured conversations were ready for faster human follow-up.

This reduced friction for customers and helped the team respond more quickly during peak periods, without adding headcount or sacrificing consistency.

“We were generating a lot of conversations, but too many were low quality and slowed our team down. After we connected Meta’s CAPI and TikTok lower funnel events with respond.io, the ad platforms started optimizing for leads that actually book deliveries. We saw less spam, faster replies, and 60% more conversions.”
Lai Khai Rong, Chief Executive Officer, ParcelDaily

image of a woman taking a parcel from a courier, delivered by ParcelDaily, which uses respond.io to manage its customer communications

The results

With Workflows automation unifying how conversations were handled and conversion signals feeding back into Meta and TikTok, Parcel Daily shifted from reacting to proactively managing its instant messaging strategy. Rather than serving as a simple notification tool, WhatsApp API with respond.io became a growth engine for the business.

Meta’s Conversion API helped it achieve a 60% increase in conversion rate, while Facebook and TikTok leads grew by 35% as ad campaign optimization improved.

Just as importantly, lead quality improved in a measurable way: cost per lead from Meta Ads decreased by 10%, driven by conversion-based optimization through CAPI and TikTok lower-funnel events. On the operational side, AI Agents helped the team improve response times by collecting customer information automatically, allowing agents to focus on high-intent conversations and active customer needs.

Want to achieve similar results for your business? Contact us for a free consultation today!

ParcelDaily Boosts Ad Conversions by 60% with Meta’s CAPI + Respond.io