How Pawland rebuilt customer trust after switching from WAPI to Gallabox

Pawland is a pet care company based in Dubai offering boarding, sitting, and walking services for dogs, cats, rabbits, birds, and other domestic pets. With over 350 pet sitters operating across the UAE and a 99.8% satisfaction rate reported as of 2023, Pawland operates at a scale that makes reliable, consistent communication with pet owners a core part of the service rather than a support function.

Pet owners who leave their animals with a service provider are extending a significant degree of trust. Regular updates, booking confirmations, and clear communication before and after a stay are not optional extras. They are the product.

Before Gallabox, Pawland was using WAPI to manage WhatsApp communication. The problems were specific and compounding. The platform lacked features the team needed to build the communication workflows the business required. When those gaps became blockers, the support team at WAPI was not responsive enough to help resolve them. And critically, message delivery rates were poor.

In a pet care business, a message that does not arrive is not a minor inconvenience. It is a pet owner who did not receive confirmation that their animal was settled. It is a check-in update that never came. It is a booking reminder that did not land. The operational consequence of poor delivery rates is eroded trust, and in a business built on the assurance that someone is caring for something a customer loves, trust is the entire value proposition.

They needed a platform that had the feature depth to build proper workflows, the delivery reliability to ensure messages actually reached pet owners, and a support team that would be present when something went wrong.

Pawland evaluated WAPI before moving to Gallabox. The switch came down to two things stated directly in the team's own words: customer support and features. Gallabox offered the capabilities the team had been working around and the responsive support that WAPI had not provided.

Pet care is an emotionally high-stakes category. The communication standard pet owners expect is closer to hospitality than retail. Businesses in this space that get WhatsApp communication right build loyalty quickly because the bar set by most competitors is low.

Beyond broadcast and drip sequences, pet care businesses use WhatsApp Chatbots to handle booking enquiries and availability checks around the clock, so an owner looking for a sitter on a Sunday evening gets an immediate response rather than waiting until Monday. Instagram DM automation captures the enquiries that start when someone sees a photo of a well-cared-for dog and wonders if the service covers their area. WhatsApp Flows can collect pet information, vaccination status, and special care requirements before the first booking, reducing the back-and-forth that slows down the onboarding process.