# How Azadea uses Gupshup

**58%** improvement in bot resolution rates

As published on [gupshup.ai](https://www.gupshup.ai/resources/case-studies/azadea-unified-25-brands-on-one-whatsapp-with-gupshup/), January 2026. Captured by usedby on 2026-10-08.

- Company: [Azadea](https://www.usedby.ai/companies/azadea.md)
- Tool: [Gupshup](https://www.usedby.ai/tools/gupshup.md)
- Industry: [Retail](https://www.usedby.ai/companies/industry/retail-offline-omnichannel.md)
- Teams: CX teams

## 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.

Summary written by usedby from the source page, in English. The figures are those of Gupshup and Azadea, not ours.

> The collaboration between Azadea and Gupshup delivered measurable improvements across both operational performance and customer experience:

- **35,000+**: “35,000+ customer queries handled across 25+ brands in a 4-month period”
- **12,000+**: “12,000+ cases in December alone, demonstrating the platform’s ability to scale during peak periods”
- **72–80%**: “72–80% first contact resolution achieved by leading brands such as Decathlon”

> 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.
>
> Nathalie Maalouf, Head of Customer Experience

Source: [gupshup.ai](https://www.gupshup.ai/resources/case-studies/azadea-unified-25-brands-on-one-whatsapp-with-gupshup/), captured 2026-10-08.

> Scaling WhatsApp across a portfolio as diverse as Azadea’s required more than adding a new channel — it required a unified, measurable growth platform.
>
> Abhishek Tiwari, CRM and Analytics Manager

Source: [gupshup.ai](https://www.gupshup.ai/resources/case-studies/azadea-unified-multi-brand-marketing-campaigns-across-mena-with-whatsapp/), captured 2026-10-08.

## Gupshup users in Retail

- [Home Centre](https://www.usedby.ai/companies/home-centre.md) — Confirmed
- [Sharaf DG](https://www.usedby.ai/companies/sharaf-dg.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 58% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Azadea.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Azadea uses Gupshup. Confirmed line. Latest check across sources: 2026-10-18.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/azadea-gupshup-2 · How we check: https://www.usedby.ai/methodology