How Oxperta Capital increased its response rate by 30% with WhatsApp

Oxperta Capital, a financial services provider helping individuals and businesses secure funding, faced a growing challenge.

They had a WhatsApp channel where customers could send messages and inquiries directly to the company, but it received so many messages that it was hard to keep up and respond in a timely manner.

By implementing Sinch Engage, Oxperta Capital streamlined communication with its customers and responded more efficiently.

The result: better customer engagement and higher response rates.

The biggest challenge Oxperta Capital faced when it came to managing customer outreach and contact was responding to the large volume of customer messages via the WhatsApp Business app.

The process was clunky. The marketing team passed leads to advisors, who first tried calling, then followed up with an email and WhatsApp message. This required saving contacts manually, copying templates from a Word document, and juggling conversations across shared phones.

It wasn’t the best use of the company’s time.

To overcome this, they decided to use Sinch Engage to centralize all their communication.

Now, when a lead comes in, it’s assigned to the right advisor through Sinch Engage.

One of the features Oxperta Capital uses most often in the platform is customized templates for different client communication needs. These automated message templates save time while still being personalized enough to build relationships with customers.

Since rolling out Sinch Engage, Oxperta Capital has seen a 30% higher response rate to their first contact messages.

Now they efficiently send thousands of messages every month. It’s easy to contact customers at any time – not only through automation, but personally through agents. Oxperta can provide a warm, human, and personalized experience.

“One of our favorite things about Sinch Engage is that the platform allows us to keep all conversations with customers under control in a centralized inbox,” said Victoria Muñoz, Financial Advisory Coordinator.

Oxperta Capital is part of a larger group offering three different financial services. In the future, they plan to use Sinch Engage to create dedicated WhatsApp channels for each service—while keeping everything centralized on one platform.

In the short term, Oxperta plans to integrate a website pop-up linked to their WhatsApp number, making it easier for customers to start conversations instantly. This will make it even easier to convert customers and have conversations.