--- description: WhatsApp 通話協助 Sicar 將聊天與通話整合到單一平台，使對話更快結案並提升 CSAT。 了解您的企業如何獲得相同成效。 title: Sicar 將單次對話解決率提升 35% — 歸功於 WhatsApp 通話 image: https://assets2-proxy.respond.io/ph8r57dk1q9w/INusvLtWmOceXzbLVm8uk/4efa436c5efc339a498ecafd69725ada/Sicar_-_Cover.jpg --- 20% 更快的解決時間 35% 一次對話內解決的查詢數量增加 15% CSAT 提升 ## TL;DR A Mexican POS systems provider relied on landline calls disconnected from its chat conversations. Now with respond.io's WhatsApp Calls, it resolves 35% more inquiries in a single conversation, cuts resolution time by 20%, and has boosted CSAT by 15%. 目標 * 在單一平台整合聊天與通話 * 縮短回應時間 * 個人化客戶體驗 解決方案 * 將所有電話從市話轉移到 WhatsApp * 無縫將對話從聊天轉接為通話 * 自動化升級流程 Sicar 向墨西哥各類企業提供銷售點 (POS) 系統，協助商家處理付款、管理倉存並管理分店間的出貨。 由於 Sicar 在業務營運中扮演關鍵角色，即時透過 WhatsApp 聊天與語音通話互動是維持客戶信任與滿意度的關鍵。 ## 問題：將聊天與通話分開處理導致延誤並讓客服人員缺乏上下文 Sicar 引以為傲的是能即時處理客戶發生的問題，以確保營運順暢。 透過 WhatsApp、Facebook Messenger、Instagram、Telegram、電子郵件及網頁聊天提供支援。 該企業自 2020 年開始使用 respond.io，通過 [將所有訊息通道連接到單一 Inbox](https://respond.io/tw/blog/omnichannel-support)，以掌握聊天並確保工單得到解決。 然而，雖然聊天能有效管理，但較複雜的問題仍需透過通話討論，這導致了延誤。 由於通話透過市話進行，通話與聊天由不同團隊處理，成功將聊天交接給電話客服需花費數小時甚至數天。 這導致客戶挫折感並造成業務流失。 此外，因聊天中沒有通話記錄，難以追蹤客戶問題歷史，而電話客服也無法看到聊天紀錄。 在缺乏這些上下文情況下，客服無法提供客戶所期望的高品質體驗。 該企業需要一種方法，將聊天與通話整合到單一平台，以便為客戶提供快速且高品質的解決方案。 ## respond.io 的解決方案 由於 respond.io 被選為合作夥伴，擔任 [WhatsApp Business Solution Provider](https://respond.io/tw/blog/whatsapp-partners-whatsapp-business-solution-provider) 以協助推出 [WhatsApp Business Calling API](https://respond.io/tw/blog/whatsapp-business-calling-api)，Sicar 因而獲得該功能的提前使用權。 WhatsApp Business Calling API 被證明能將聊天與通話整合，為任何查詢提供無縫的解決流程。 ### 將聊天與通話整合到單一平台 當 Meta 的 WhatsApp Business Calling API 與 respond.io 作為最早提供者之一推出時，Sicar 把握機會將所有電話從市話轉移到 WhatsApp。 由於大多數客戶都使用 WhatsApp，因此他們若有需要可輕鬆從 WhatsApp 聊天切換到通話。 該企業目前使用單一 WhatsApp 號碼處理查詢 — 所有聊天與通話都顯示在同一對話串中，任何與該客戶互動的客服都能立即取得上下文。 ### 無縫將對話從聊天轉接為通話 過去，當客戶需要轉接通話時，必須由聊天客服將通話移交給電話客服，這需要企業端手動處理，並讓客戶等待很久。 如今，若聊天中問題過於複雜而無法透過文字處理，客服只需徵得同意即可撥打電話，然後以電話繼續對話。 功能設定、操作教學或錯誤說明等查詢通常能當場解決 — 常在單次互動內完成 — 因為不需等待或轉接。 ### 自動化升級以提供順暢的客戶體驗 Sicar 在收到查詢後會透過 [工作流程](https://respond.io/tw/help/workflows/workflows-overview) 自動發送工單來啟動升級流程。 客戶填寫工單後，系統會將其指派給適合的客服人員。 客服會迅速回應並嘗試以聊天解決問題，若有需要再升級為通話。 > “以前，需要通話的請求或詢問可能要花數小時甚至數天，因為我們的市話與聊天分開處理。 現在我們使用 WhatsApp 作為聊天與通話的渠道，客服能立即從對話切換到語音通話 — 全都在同一個平台上。 這樣更快速、更有溫度，而且客戶很喜歡。” - Eliseo de Dios Aréchiga，Sicar 聯合創辦人兼行銷總監 ![女子在咖啡館刷信用卡](https://assets2-proxy.respond.io/ph8r57dk1q9w/7A0JZoxzOY1ZYagEm5yN4c/8d6e7406927d773142ede1805b313e08/Sicar_-_1.jpg?fm=jpg&q=80&w=640) ## 成果 在從桌機改用 WhatsApp 通話並結合聊天後僅一個月，Sicar 的營運與客戶滿意度便顯著提升。 客服現在透過將聊天與語音整合在同一對話串中，**以 20% 更快的速度解決查詢**。 實時通話有助於更快的理解與解決問題，因此常常不需要多次對話，導致 **單次對話中關閉的工單數增加 35%**。 而且客戶感受得到差異；由於 WhatsApp 支援在速度、簡便性與連貫性上的優勢，Sicar 在 [**CSAT 分數**](https://respond.io/tw/blog/csat-customer-satisfaction-score) 已提升了 **15%**。 綜合來看，這些成效顯示將 WhatsApp 作為統一的溝通渠道能顯著提升客戶滿意度與營運效率。 想透過整合 WhatsApp 聊天與通話提升客戶體驗嗎？ [今天就聯絡我們，取得免費諮詢](https://respond.io/tw/demo)。 ![Sicar 將單次對話解決率提升 35% — 歸功於 WhatsApp 通話](https://assets2-proxy.respond.io/ph8r57dk1q9w/5AChEI6LV54BFOJx3x3mSf/cf8e7e5ee7530e7b44cd680cf56f9022/sicar-logo.svg?q=70&w=400&fm=avif) 🌐 網站 [sicarx.com](https://www.sicarx.com) 📍 地點 Mexico ⚡️ 行業 IT & SaaS 🛠️ Channels [![integrations](https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f607_Logo-Whatsapp.svg)](https://respond.io/tw/integrations?channel=Messaging+Channels)[![integrations](https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110fea9_Logo-FB-Messenger.svg)](https://respond.io/tw/integrations?channel=Messaging+Channels)[![integrations](https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f9ca_Logo-Instagram.svg)](https://respond.io/tw/integrations?channel=Messaging+Channels)[![integrations](https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110faf8_Logo-Gmail.svg)](https://respond.io/tw/integrations?channel=Email)[![integrations](https://uploads-ssl.webflow.com/66cc2ce1ae967dfb1110f57d/66cc2ce1ae967dfb1110f59c_Logo-Telegram.svg)](https://respond.io/tw/integrations?channel=Messaging+Channels)![integrations](https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F8a6a2b129f88460f86ed1fd1068a779a) 相關故事 👩‍💻 * [![如何透過聊天商務在6個國家提升Lamarsa Coffee的銷售50%](https://assets2-proxy.respond.io/ph8r57dk1q9w/3QzKgGKuj4Qf1rMUSz17rs/b5dd6530022a0eac66c8c3f8d928b598/66cc2ce1ae967dfb1111079c_9af1e6_5ccaa71d412a43aaa490639072.jpg?q=70&w=400&fm=avif)eCommerce & Retail如何透過聊天商務在6個國家提升Lamarsa Coffee的銷售50%](/tw/customers/how-lamarsa-coffee-used-chat-commerce-to-boost-sales-across-6-countries-by-50) * [![Petloy 透過 Respond.io 的 WhatsApp 自動化，銷售成長 55%](https://assets2-proxy.respond.io/ph8r57dk1q9w/6JqNYcj4oKWjzHBHCCvLjX/c46f48307752c3db31977ad0420584cf/petloy-01.png?q=70&w=400&fm=avif)eCommerce & RetailPetloy 透過 Respond.io 的 WhatsApp 自動化，銷售成長 55%](/tw/customers/petloy-grows-sales-55-percent-with-whatsapp-automation) * [![GETUTOR 告別 Sleekflow，迎接 24% 的銷售額成長](https://assets2-proxy.respond.io/ph8r57dk1q9w/3TylPYvknnFGrkTL0GUFN7/2761d2ac8ab106536f27a11a279daea0/assets_2F11f7a662b80a4675973850b067c01fa5_2Fe9ba8c6d9094437294ef62117cc991ca?q=70&w=400&fm=avif)EducationGETUTOR 告別 Sleekflow，迎接 24% 的銷售額成長](/tw/customers/sleekflow-alternative-review-by-getutor) 使用 respond.io 將您的業務成果提升 3 倍 🚀 [Talk to Sales](/tw/demo)[Start Free Trial](https://app.respond.io/user/register) 2026-10-16T03:37:35.670Z core ```json {"@context":"https://schema.org","@graph":[{"@context":"https://schema.org","@type":"Article","image":"https://assets2-proxy.respond.io/ph8r57dk1q9w/INusvLtWmOceXzbLVm8uk/4efa436c5efc339a498ecafd69725ada/Sicar_-_Cover.jpg","thumbnailUrl":"https://assets2-proxy.respond.io/ph8r57dk1q9w/INusvLtWmOceXzbLVm8uk/4efa436c5efc339a498ecafd69725ada/Sicar_-_Cover.jpg","headline":"Sicar 將單次對話解決率提升 35% — 歸功於 WhatsApp 通話","alternativeHeadline":"Sicar 將單次對話解決率提升 35% — 歸功於 WhatsApp 通話","genre":"Customer Story","publisher":{"@id":"https://respond.io/#organization"},"url":"https://respond.io/tw/customers/sicar-closes-conversations-faster-with-whatsapp-calls","author":{"@id":"https://respond.io/#organization"},"description":"WhatsApp 通話協助 Sicar 將聊天與通話整合到單一平台，使對話更快結案並提升 CSAT。 了解您的企業如何獲得相同成效。","mainEntityOfPage":{"@type":"WebPage","@id":"https://respond.io/tw/customers/sicar-closes-conversations-faster-with-whatsapp-calls#webpage"}},{"@context":"https://schema.org","@id":"https://respond.io/tw/customers/sicar-closes-conversations-faster-with-whatsapp-calls#breadcrumb","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https://respond.io/tw"},{"@type":"ListItem","position":2,"name":"Customers","item":"https://respond.io/tw/customers"},{"@type":"ListItem","position":3,"name":"Sicar 將單次對話解決率提升 35% — 歸功於 WhatsApp 通話","item":"https://respond.io/tw/customers/sicar-closes-conversations-faster-with-whatsapp-calls"}]},{"@type":"Organization","@id":"https://respond.io/#organization","name":"Respond.io","alternateName":"respond.io","url":"https://respond.io/","image":["https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F3f43c48b21b24f4e8b02b100c0c8fab0"],"logo":"https://assets1-proxy.respond.io/api/v1/image/assets%2F11f7a662b80a4675973850b067c01fa5%2F4045649d540241d398c39ab07b2b62bb","description":"Respond.io is an AI-powered customer conversation platform that helps businesses manage conversations, automate workflows and scale sales, marketing and support operations. 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