The use case: how Azadea deploys Gupshup
Azadea uses Gupshup Conversation Cloud to run customer support on WhatsApp across its brands, each with its own number, in a single environment. The setup provides bot-first interactions, handoff to live agents with full conversation history, and brand tagging so agents know which brand a customer contacted.
More reported results
Figures published in Gupshup’s case study. They are not independently measured by usedby.
35,000+ customer queries handled across 25+ brands in a 4-month period
12,000+ cases in December alone, demonstrating the platform’s ability to scale during peak periods
72–80% first contact resolution achieved by leading brands such as Decathlon
In the customer’s words
Our customer support operations have become more streamlined with improved bot management, smoother handovers to agents with full context, and centralized two-way communication within a single platform.Scaling WhatsApp across a portfolio as diverse as Azadea’s required more than adding a new channel — it required a unified, measurable growth platform.Gupshup users in Retail
Companies in the same sector, with public evidence.
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Go straight to the source
Based on Gupshup’s published case study. We check the public evidence; the results are reported by the vendor.
gupshup.ai- Source published
- Jan 14, 2026
- Last checked
- Oct 8, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 58%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Azadea.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- Azadea uses GupshupChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
The collaboration between Azadea and Gupshup delivered measurable improvements across both operational performance and customer experience: