Điện tử
Thời trang & Trang phục
Nội thất
Trang sức và Đồng hồ
Các hoạt động ngoại khóa
Thể thao & Sức khỏe
Trung tâm làm đẹp
Phòng khám nha khoa
Phòng khám y tế
Dịch vụ dọn dẹp nhà và người giúp việc
Nhiếp ảnh & Quay phim
Đại lý ô tô
Công ty du lịch & Nhà điều hành tour
60%
revenue growth
97%
client retention rate
12M
conversations handled
TL;DR
TL;DR
Zelix Labs is a Singapore-based digital agency that implements full-funnel AI Agent solutions for mid-market to enterprise-scale B2C businesses. After implementing other platforms for clients that fell short at scale, Zelix Labs partnered with customer conversation platform respond.io to consolidate its clients' channels into one inbox, deploy AI Agents, automate follow-ups, and build custom, integrated workflows. The result: 60% increase in revenue for the agency, 12M+ conversations reliably managed for its clients and a 97% client retention rate.
Mục tiêu
Give clients the infrastructure to manage conversations at scale with AI
Use client ad spend efficiently to increase conversions and ROI
Build a stable, dependable technology stack to support enterprise-grade clients
Giải pháp
Implemented AI Agents to manage full-funnel conversations
Delivered measurable client results quickly with smooth onboarding and reliable support
Built custom workflows and integrations with the platform including CRM connections
Zelix Labs is a Singapore-based digital agency that helps mid-market to enterprise B2C businesses grow marketing and sales operations with AI Agents, using respond.io as the customer conversation platform behind that transformation. Its role with clients spans strategy, technical implementation and ongoing operations. It goes from understanding a client's existing systems to building the right automations and CRM integrations, and training AI Agents to manage conversations and tasks.
"The first thing that stood out about respond.io for us is that when we used the platform, we could instantly see the difference in performance. It doesn’t lag like the other platforms we tried, even under high conversation volumes."
— Ryan Chua, Co-founder, Zelix Labs
The challenge: Scattered conversations and no system to manage them at scale
Most companies that come to Zelix Labs share a similar starting point: no clear customer conversation strategy. These clients invest heavily in click-to-chat ads but struggle when message volume grows. Customer messages arrive across WhatsApp, Instagram and other channels with no consolidated way to track who owes a reply or where a customer sits in their journey. On top of that, businesses typically lack the systems to track and manage inquiries at scale.
Before partnering with respond.io, the agency implemented Wati for its clients to manage conversations. As it scaled to onboard seven or eight accounts at once, Wati’s unresponsive support made account setups difficult. Zelix Labs needed a partner platform that could keep pace with its own growth and speed of activity, as well as its clients'.
The respond.io solution: A unified customer conversation platform with AI Agents built for scale and speed
Zelix Labs chose respond.io in 2023 as the customer conversation platform on which to build its client offering. While the team was initially hesitant about the price, it found that the platform's structure, reliability and scalability justified the investment. The UI and UX made onboarding easier for client teams who were unfamiliar with concepts like WhatsApp API policies, and respond.io's responsiveness stood out compared to alternatives.
Respond.io enables streamlined onboarding for clients, from inbox basics to AI Agents
Respond.io’s straightforward platform structure makes it easy for Zelix Labs to run new clients through a staged rollout from basic inbox management to complex automation. In the first week, client teams learn the inbox fundamentals: connecting channels, assigning conversations to teams and agents, and tagging customers to track their journey. Only once a team is comfortable does Zelix Labs move on to workflows and automations, and eventually to AI Agents that integrate directly with the client's business operations over WhatsApp and other messaging channels.
Deployment speed varies with need. For urgent client cases, Zelix Labs has set up a working respond.io AI Agent in under 24 hours. The heavier lift comes afterward: refining how the AI Agent responds, connecting integrations, adjusting for operational changes and incorporating client feedback, a process that typically takes several weeks and can stretch to two months for more complex builds. The respond.io team supports Zelix Labs in delivering this speed and complexity with quick assistance: support replies often come in within minutes and email requests are typically resolved within the hour.
"Respond.io’s learning curve isn’t steep, and there are plenty of videos to help users get started quickly. That makes onboarding much easier, which is really important for us and our clients."
— Ryan Chua, Co-founder, Zelix Labs
Zelix Labs deploys respond.io AI Agents across all stages of its clients’ funnel
Being a respond.io partner has enabled Zelix Labs to move its clients beyond reactive conversation handling. Its in-house software team builds custom CRM integrations, tracking boards and task management tools, including HubSpot integrations, tailored to how each client's internal team actually works. It trains AI Agents for specific roles, marketing them as “AI employees” so its clients can scale without adding headcount. Respond.io AI Agents are designed for this approach with templates that make it easy to create and assign roles to each AI Agent including receptionist, sales, support or even customized roles.
Zelix Labs also uses respond.io’s automation to help clients get more value from their click-to-message ad spend. For one client with a long sales cycle, it automated regular follow-ups with leads on respond.io, increasing conversions from 3% to 14%. The client was then able to cut its ad spend by more than half while achieving a higher ROI.
This result is especially significant given the scale at which Zelix Labs operates: the agency is on pace to manage over $5 million in messaging ad spend across its client portfolio in 2026, having already exceeded $2 million in click-to-messaging ad spend in Singapore alone.
“For our larger clients, stability and security are critical. They need to know their conversation infrastructure is reliable, and we need the same confidence as the partner deploying and maintaining it. When we compared platforms, respond.io’s infrastructure, certifications and track record gave us that confidence.”
— Ryan Chua, Co-founder, Zelix Labs
The results: Millions of messages managed, near-perfect retention and increased revenue
As respond.io’s first Gold Partner in APAC, Zelix Labs has enabled 30 clients to successfully manage over 12 million conversations reliably, as the platform is built to handle high conversation volumes with 99.999% uptime. Client churn is also remarkably low: by delivering solutions that directly address clients’ needs, Zelix Labs has only ever had one client leave, giving it a 97% retention rate.
Demand has followed a similar trajectory. Referrals and inbound interest now outpace the agency's capacity, which the business attributes to its strong results combined with respond.io's reliability and support. In its first 2.5 years as a respond.io partner, Zelix Labs acquired more clients and delivered higher value solutions, increasing its revenue by 60%.
For Zelix Labs, the strength of the partnership comes down to dependability: respond.io provides a platform and team that enterprise clients can trust not to introduce risk into their conversation infrastructure. An additional benefit is respond.io’s partner compensation structure that Ryan Chua describes as generous and consistent over the long term.
Looking for a reliable partner to help your mid-market B2C clients manage customer conversations at scale with AI Agents? Apply for our partnership program today!
