Previously, the company’s WhatsApp and phone call customer support options functioned as two entirely separate channels. Customers could message the brand’s WhatsApp channel or place a phone call to its support line, but the lack of integration between the two led to long case resolution times, and sometimes discouraged customers from getting the help they needed.
Eliseo de Dios
Co-Founder, SICAR Solutions
To address the issue, SICAR Solutions teamed up with respond.io to implement the WhatsApp Business Calling API, which allows the customer support team to handle all inbound requests on WhatsApp.
Under the new setup, customers can send a WhatsApp message to SICAR’s official business number to report an issue or ask for help. A live customer support agent responds quickly to get more information and requests the client’s permission to call if the issue is complex and requires personalized, one-on-one support. If the client gives permission, the agent can place a call with one click, without switching tools or passing the case to another team. This allows common support issues such as feature setups, product walkthroughs and bug reports to be handled in a single session with no wait time. All communication is logged within the same thread, making it easy to pick up the case again if the customer needs to follow up later.
The team analyzed a month of customer support data (April 8–May 8, 2025) and reported increased response times and efficiency, including:
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
