This year we are living an unprecedented digital transformation, which has brought great learnings and challenges for all.
The Retail industry faced the enormous challenge of having closed physical stores and vendors without the possibility of serving customers. This led to many companies strengthening their e-commerce strategies and reaching people who had never bought online.
This success, however, brought a new challenge: an exponential increase in calls to call centers and, therefore, in their costs. If before the pandemic it was estimated that for each purchase order a call was received in the call center, now our data indicates that during the pandemic and until today, for each purchase order, call centers are receiving 3 calls. This also generates an increase in the churn rate, which negatively affects the company's NPS.
What to do then? Increasing the number of call center agents may seem like a solution, but this generates an increase in costs and therefore a decrease in revenue. When analyzing the situation in detail, we see that 50% of the calls that are received are regarding the status of the order and predominantly with questions that are repeated among users.
You don't need to assign more people when the technology already exists to serve customers. By implementing the WhatsApp API with Yalo, our clients managed to reduce up to 30% of their calls.
Once on WhatsApp, the one-time cost per customer is one-tenth of what a call costs. With Yalo technology we automate up to 80% of all conversations.
Yes, we know, every tech company tells you that security is a top priority for them, and in that regard, we are no different. But we really mean it and we want to share with you how we are enabling end-to-end secure commerce for the messaging era.
But is it secure? That’s one of the main questions users ask themselves when they make an online purchase. Users expect to pay for a product just as easily and securely as they send a message.
Yalo Raises $50 Million in Financing Led by Existing Investor B Capital. Financing Will Support Expansion in Latin America and Southeast Asia; Development of New Conversational Commerce Products.