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How Printcious Uses Wati to Reduce Response Time from 3 Hours to 3 Seconds and Boost Revenue by 300%
Introduction
Printcious is a leading B2B merchandise and custom printing solutions provider that specializes in t-shirt printing and promotional products for businesses across Malaysia and the region. With a focus on delivering quality printing services and personalized customer experiences, Printcious serves business owners who need professional merchandise solutions for their brands, events, and marketing campaigns.
Founded with a mission to simplify custom printing for businesses, Printcious has built a reputation for quality products and responsive customer service. As their customer base expanded rapidly, managing timely responses to inquiries while maintaining service quality became increasingly challenging.
We sat down with Vincent Tong, CEO, and Henry Tong, CTO of Printcious, to discuss how they utilize Wati to transform their customer communication workflow, dramatically improve response times, and scale their operations effectively.
Manual WhatsApp Business Limitations Using WhatsApp Business with inconsistent reply quality, delayed responses, and inability to reassign tickets when sales team members were absent.
Time-Intensive Quote Generation3-hour average response time for customer quotations, requiring manual price checking and individual responses for each inquiry.
No Performance VisibilityLack of metrics on customer volume, response times, or team performance made resource planning and optimization impossible.
Scaling BottlenecksManual processes limited ability to handle growing inquiry volumes and maintain consistent service standards across the team.
Lightning-Fast Response TimesAutomated quotation system reduces response time from 3 hours to 3 seconds using keyword actions and chatbot automation.
Standardized Service QualityConsistent, professional responses following established SOPs across all customer touchpoints and sales team members.
Data-Driven OperationsComplete visibility into customer volumes, response times, and team performance enabling strategic resource planning and hiring decisions.
Explosive Revenue Growth300% revenue increase and closing rate improvement from 10% to 25-30% (with some products reaching 40%) through faster, more professional customer engagement.
Printcious: Scaling B2B Printing Through Smart Automation
In the competitive B2B printing market, speed and professionalism in customer response can make the difference between winning and losing deals. Printcious operates in an environment where business customers often survey multiple suppliers, making response time a critical competitive advantage.
WhatsApp being the primary communication channel for their Malaysian market, Printcious needed to leverage it effectively while maintaining the personal touch essential for B2B relationships involving complex product specifications and custom requirements.
"We provide t-shirt and merchandise printing solutions to B2B business owners. When they're ready to purchase, our human sales team takes over to help with designs, sample printing, and specifications. But getting to that point efficiently was our biggest challenge,"
Vincent Tong
CEO, Co-founder
The Challenge: Maintaining Quality While Scaling Operations
Printcious faced critical operational challenges that were limiting their growth potential and customer satisfaction. Their manual WhatsApp Business approach was creating bottlenecks that affected both speed and service quality.
Inconsistent response quality with sales team not following established SOPs
Delayed customer responses averaging 3 hours for quotations
Inefficient ticket management with no ability to reassign conversations when team members were unavailable
Limited visibility into team performance and customer volumes hindering strategic planning
Enter Wati
After evaluating over 10 different solutions, Printcious chose Wati for its comprehensive automation capabilities, extensive tutorial resources, and proven stability backed by investor funding. The platform transformed their entire customer communication workflow.
Automated lead qualification through intelligent chatbots that identify serious buyers upfront
Instant quotation system using keyword actions to provide immediate pricing responses
Standardized communication ensuring consistent, professional interactions across all team members
Advanced analytics dashboard providing real-time insights into team performance and customer volumes
Seamless API integrations connecting their internal systems for automated follow-ups and lead management
"We compared more than 10 options and chose Wati because it could really solve our main problems. The comprehensive YouTube tutorials, high website traffic indicating a large user base, and investor funding showed us this is a stable, long-term solution,"
Henry Tong
CTO, Co-founder
The Bottom-Line Impact
Response time improvement
From 3 hours to 3 seconds for customer quotations
Revenue growth
300% increase in revenue since implementing Wati
Closing rate improvement
From 10% to 25-30% average (some products reaching 40%)
Operational efficiency
Standardized SOPs and automated processes across 50-100 active chatbots
Team scaling
Data-driven hiring decisions based on ticket volumes and response metrics
Customer lifetime value
Automated 3, 6, and 12-month follow-up campaigns increasing repeat orders
"With Wati, we can reply to customers with pricing within 3 seconds instead of 3 hours. When customers survey multiple suppliers, whoever responds faster has the best chance to close deals. This automation has been game-changing for our business,"
Vincent Tong
CEO, Co-founder
How Wati Powered Printcious' Strategy
Wati isn't just a tool for Printcious; it's central to their entire customer acquisition and retention strategy:
Lead Qualification
Intelligent chatbots identify serious buyers through automated questioning about quantity, timeline, and shipping requirements
Instant Quotations
Keyword-triggered responses provide immediate pricing based on customer specifications
Team Management
Dashboard analytics showing customer volumes, response times, and ticket statuses enable optimal resource allocation
Customer Retention
Automated follow-up campaigns after 3, 6, and 12 months re-engage customers with promotional offers
API Integration
Seamless connection with internal systems for automated lead capture and follow-up messaging
"We have 50 to 100 chatbots set up because we use them extensively. Beyond chatbots, we use API integrations heavily - when customers submit inquiry forms but don't send WhatsApp messages, we automatically send them a first message to initiate contact,"
Henry Tong
CTO, Co-founder
What’s Next
With their foundation optimized for scale, Printcious plans to leverage Wati's advanced features to further automate their operations and enhance customer experience:
Enhanced AI Support Agent with multilingual capabilities and photo message support for product explanations
Advanced automation flows for complex product specifications and custom design processes
Expanded API integrations for deeper system connectivity and automation
Performance optimization through continued refinement of chatbot flows and response templates
"We're looking forward to use the AI support agent, especially multilingual responses and photo message capabilities. Since our products require visual explanations, being able to automatically send product photos will be a game-changer for our automation,"
Vincent Tong
CEO, Co-founderReady to Transform Your Customer Response Times?
Discover how Wati can help your business achieve lightning-fast response times while maintaining quality customer service and driving revenue growth.