Client Experiences
What business owners say after working with us
Honest accounts from small businesses in Malaysia who wanted a calmer way to handle customer messages.
Back to Home180+
Businesses supported
4.8/5
Average client rating
6 yrs
Active since 2019
94%
Say inbox is calmer after setup
What Clients Say
Feedback from business owners like you
Hairul Zulkifli
Owner, electrical repair workshop · Johor Bahru
We had customers messaging us on WhatsApp, Facebook, and by email all at the same time, and I was the only one checking them. The team from Pelangi Pintar spent a good amount of time understanding how our enquiries come in before they suggested anything. The setup they did was simple enough that my two technicians picked it up quickly. Fewer things slip now.
May 2025
Shirley Wong
Co-owner, tuition centre · Skudai
We started with the Flow Review just to see what they'd say, and the report was genuinely useful. It showed us where parent enquiries were getting stuck between my partner and me. We haven't done the full setup yet — we're getting to that — but even the review helped us see the problem more clearly. The write-up was easy to read, not technical at all.
April 2025
Roziah Ismail
Owner, home-based catering · Pasir Gudang
My daughter helped me handle customer orders but she's not always available, and I kept losing track of who had confirmed and who hadn't. After the setup, we have one shared place for everything. Azlan was patient and didn't make me feel slow for asking the same questions more than once. The reference guide is still on my desk.
May 2025
Ahmad Mustapha
Director, courier logistics SME · Johor Bahru
We're on the Connected Support arrangement, and the quarterly reviews have been more valuable than I expected. Last quarter they noticed that most late replies happened on Monday mornings and suggested a small template change. A straightforward fix, but one we wouldn't have spotted ourselves. Feels like someone is actually looking at how things are going.
May 2025
Tan Kah Heng
Owner, hardware supply shop · Kulai
I wasn't sure how much of a difference a shared inbox would make for a shop our size — we have four staff and maybe thirty customer messages a day. But it did help. Mainly because now I don't have to ask "did you reply to that?" anymore. The setup took a bit longer than I thought, maybe three weeks, but that was partly because we had to sort out a few technical things on our side.
April 2025
Nurul Barakah
Owner, skincare retail · Johor Bahru
The training session with Suraya was the part I appreciated most. My staff was worried about learning new software, but she went through everything step by step without rushing. By the end even my most hesitant staff member said it made sense. Nadia followed up with us a month later just to check things were working — that wasn't expected but it was good.
May 2025
Case Studies
How the work played out in practice
Case Study 01 · Retail Hardware · Johor Bahru
Challenge
A hardware shop with five staff was handling customer stock enquiries across three channels — phone, WhatsApp, and a Facebook page — with no central record. At least two to three enquiries per day went unanswered for more than 24 hours, and there was no way to tell who had replied to what.
What We Did
We began with a Support Flow Review, mapping how enquiries arrived and where they stalled. After the review, the owner chose to proceed with the Setup & Onboarding arrangement. We configured a shared inbox that pulled in WhatsApp and Facebook messages, created categories by query type, and trained all five staff in two sessions.
Outcome
Within six weeks, the owner reported that unanswered enquiries had dropped significantly. Staff had a shared view of open requests, and the owner no longer needed to personally chase follow-ups. Response time on weekdays improved from an average of 18 hours to under 4 hours.
"Before this, I had no idea what was open and what wasn't. Now I can see everything in one place without having to ask around." — Tan Kah Heng
Case Study 02 · Courier Logistics · Johor Bahru
Challenge
A small courier and delivery coordination business had set up a helpdesk on their own a year earlier, but the categories had grown messy, reply templates were outdated, and the team wasn't using it consistently. Customer history wasn't connected to the helpdesk, so staff often asked customers to repeat context they had shared before.
What We Did
We audited the existing setup and restructured the categories, updated templates, and connected their customer record system to the helpdesk so staff could see relevant history before responding. We then enrolled them in the Connected Support arrangement and scheduled quarterly reviews.
Outcome
Customer repeat-explanation complaints dropped in the first quarter. The Q1 quarterly review identified a pattern of Monday morning reply backlogs, leading to a simple template adjustment. The business has continued the arrangement and finds the written quarterly notes useful for tracking gradual improvement over time.
"The review notes give us something to actually measure against each quarter. It's a small thing, but it keeps us honest about how support is going." — Ahmad Mustapha
Case Study 03 · Home-based Catering · Pasir Gudang
Challenge
A home catering operator managed all customer orders informally via WhatsApp messages to her personal phone. Order confirmations, menu queries, and delivery coordination all arrived through the same contact. During busy periods, some orders fell through without her realising until a customer followed up.
What We Did
We recommended a simple shared inbox that included a WhatsApp Business API integration, keeping her personal number separate. We set up order confirmation templates, a category for each dish type, and trained both her and her daughter — who helps part-time — to use the system together.
Outcome
Missed order confirmations stopped entirely within the first month. Her daughter can now manage customer messages independently when the owner is cooking. The owner found the handover process smooth, and the reference guide remains useful when the daughter needs a reminder on category labels.
"I didn't expect the setup to be so manageable. Now my daughter and I can both see what orders are confirmed without me having to explain everything." — Roziah Ismail
Reach Us
Happy to have a conversation about your setup
Phone
+60 3-4291 7863Office
Jalan Tebrau, 80250 Johor Bahru
Office Hours
Mon–Fri 9am–6pm
Sat 9am–1pm
Ready to see how this works for your business?
A brief conversation about where your customer messages go right now is a good place to begin. No pressure, just a calm look at your setup.
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