Business Platform
SICAR Solutions
Resolving customer support issues quickly with WhatsApp Business Calling API
Brand
WhatsApp Business Solution Provider
The point-of-sale software company teamed up with Meta Business Partner respond.io to implement the WhatsApp Business Calling API, enabling customer support calling directly from WhatsApp. This unified messaging and phone calls in a single thread, resulting in faster case resolution and improved customer satisfaction scores.
20%
Faster case resolution, attributed to WhatsApp Business Calling API*
35%
Increase in first-contact resolution rate, attributed to WhatsApp Business Calling API*
20%
Increase in customer satisfaction scores, attributed to WhatsApp Business Calling API*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Point-of-sale solutions
SICAR Solutions markets, sells and services point-of-sale software to retailers throughout Latin America. SICAR's software is designed to help save time and improve efficiency for businesses.
Their Goal
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Unified conversations and calling
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.
“Before, support requests that needed a call could take hours or even days to resolve because our landline support was handled separately. 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 and more personal, and our customers love it.”
Eliseo de Dios
Co-Founder, SICAR Solutions
Their Solution
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Handling all inbound requests on WhatsApp
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.
Their Success
Improved response times and efficiency
The team analyzed a month of customer support data (April 8–May 8, 2025) and reported increased response times and efficiency, including:
- 20% faster case resolution, attributed to WhatsApp Business Calling API*
- 35% increase in first-contact resolution rate, attributed to WhatsApp Business Calling API*
- 20% increase in customer satisfaction scores, attributed to WhatsApp Business Calling API*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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