Yoyomove case study: Optimizing Customer Service with Spoki and Aimage artificial intelligence

Is it possible to improve online customer service and achieve a significant increase in conversions with an automated communication solution? Absolutely, even in competitive industries such as mobility and long-term rental. Yoyomove, an innovative startup specializing in mobility solutions, has achieved outstanding results by integrating Spoki, WhatsApp, and Aimage into its enterprise communication system.

Customer Overview

Yoyomove is a startup founded in 2020 that specializes in mobility and long-term rental solutions. The company stands out for its focus on sustainability and innovation, with a special focus on customer service quality and operational efficiency. Aiming to improve customer interaction and differentiate itself from competitors, Yoyomove decided to adopt Spoki's WhatsApp Marketing by integrating Aimage's artificial intelligence solution.

Yoyomove has always been committed to providing high-quality services, using cutting-edge technologies and promoting sustainable practices. The company's philosophy combines technological innovation with a deep respect for the environment, striving to offer mobility solutions that are not only efficient but also ecosystem-friendly.

Yoyomove's Goals

In a Customer Relationship Optimization (CRO) context, it was essential to reduce friction in the customer purchase journey. Yoyomove aimed to:

1. Improve Response Rate: Accelerate responses to customer inquiries to increase satisfaction and efficiency.
2. Optimize the User Experience: Make the interaction smoother and more pleasant, with the goal of increasing conversions and customer loyalty.
3. Differentiate from the Competition: Offer superior customer service and more effective communication solutions.

Yoyomove was aware that improving communication with customers would be critical to business growth. The ability to respond quickly and efficiently to customer inquiries would not only improve the customer experience, but also increase the likelihood of conversion and retention.

Problems Identified

Prior to WhatsApp's integration with Spoki and Aimage, Yoyomove faced several challenges in managing communication with customers. Some of the main problems included:

• Lead management time reduction: With a view to continuous improvement of the lead management process, the main objective was to minimize processing time, ensuring timely and accurate response to customer inquiries. The intent is to provide a high-quality customer experience and to maintain a competitive advantage in the marketplace.
• Suboptimal user experience: The lack of an integrated communication system made the user experience fragmented and less efficient.

Yoyomove was determined to solve these problems to improve operational efficiency and customer satisfaction. The key was to find a solution that could automate and streamline the management of customer interactions while reducing response times and improving the overall user experience.

One of Yoyomove's main strengths is its proximity to the end customer. From the beginning, the company adopted WhatsApp as its main communication channel, performing significantly better than email and SMS. The goal was to build customer loyalty and improve the effectiveness of customer care with quick and personalized responses.

The choice of WhatsApp allowed Yoyomove to establish a direct and personal communication channel with customers, increasing engagement and improving the quality of interactions.

Yoyomove's promotions are managed through integration with Myboard AI, the enterprise CRM that optimizes the process and customer journey of leads.

This automated system assigns leads to consultants based on the conversation that occurred, improving workflow management and personalization of approach to prospects. 

If there had been no Myboard AI, the manual process would have involved:

• Loading contacts into the address book.
• Manual addition of labels on WhatsApp.
• Manual creation and sending of promotional messages.

A manual, laborious, and inefficient process that takes 3 to 4 weeks of work per month, limiting Yoyomove's ability to handle large volumes of contacts and send personalized messages in a timely manner, as it does through Myboard AI.

Strategy Adopted

1. Automation of Interactions: The first phase of the project saw the implementation of automated chat , using AIMAGE technology, to proactively respond to customer inquiries, improving response rate and operational efficiency. This enabled Yoyomove to handle a higher volume of interactions without compromising service quality.

The automated chat solution not only ensured quick responses, but was also able to handle a wide variety of common questions and problems, reducing the workload for human operators and allowing them to focus on more complex, high-value interactions.

2. Integrated Responsive Chat Solution: Next, Yoyomove adopted a chat platform that adapts to the devices used by customers, with webchat for desktop and WhatsApp for mobile. This multichannel approach optimized the user experience, ensuring smooth communication accessible from any device.

The integration of WhatsApp was particularly effective because it is a widely used messaging application familiar to customers. This facilitated communication and improved the response and read rate of messages.

3. Personalized Follow-up: Another key element of the strategy was the personalized follow-up system based on previous interactions. This increased customer engagement and improved personalization of service, making each interaction more relevant and targeted.

The personalized approach enabled Yoyomove to build stronger relationships with customers, improving their loyalty and increasing the likelihood of repeat purchases. Each customer felt unique and valued through targeted communications based on their specific needs and preferences.

4. Integration with Myboard AI: Yoyomove has integrated Myboard AI enterprise CRM for optimized lead management. This automated system assigns leads to consultants based on the conversation that occurred, improving workflow management and personalization of approach to prospects.

Integration with Myboard AI enabled more efficient lead management, ensuring that each potential customer received the necessary attention and appropriate follow-up, increasing the likelihood of conversion.

5. Using WhatsApp's API with Spoki for Lead Management: This enabled Yoyomove to further automate lead management, ensuring that customer information was managed and used effectively to maximize conversions.

The API enabled seamless synchronization between the various business systems, ensuring that all data were updated in real time and that communications were always relevant and timely.

6. Content Adaptability: Finally, the adopted solution recognizes the device used by customers, proposing a personalized communication flow that further enhances the user experience.

This adaptability has significantly improved customer interaction, making communications more effective and increasing customer engagement and satisfaction.

Spoki, WhatsApp and Aimage implementation.

In March 2023, Yoyomove integrated Spoki with WhatsApp and the Aimage Dashboard into its system, with a special focus on:

• Integration with Yoyomove business systems: Complete automation of the lead generation and management process, from initial collection through qualification and assignment to follow-up. Yoyomove can now track and manage leads more efficiently, ensuring rapid and personalized response to potential business opportunities. Results? Improved sales team productivity and increased likelihood of lead conversion, strengthening Yoyomove's position in the market.

• KPI Analysis Panels: Real-time monitoring of key metrics such as response time, customer satisfaction, and lead conversion rate, enabling optimization of marketing and customer engagement strategies, thanks in part to the generation of customized reports on every aspect of performance.
• Graphic Templates: Message creation with images, call to action and personalization with the client's name.
• Automations for Mass Sending: Instant and massive sending of messages to the selected list based on the setting of automations and campaigns.

• Automating Responses: Using AI algorithms to automatically answer frequently asked questions, freeing operators for higher value-added tasks.
• Sorting of Requests: Automatic differentiation of service requests from quote requests.
• Customizable Workflows: Customization of chat flows to improve efficiency and relevance of responses.

The implementation, which happened easily and with just a few clicks, transformed the process of contact management and message sending, making it much more efficient and scalable.

Results Obtained with Spoki and Aimage

Aimage's artificial intelligence and the implementation of Spoki marked a decisive breakthrough for Yoyomove, significantly improving and automating the management of customer interactions. Thanks to these technologies, Yoyomove has achieved outstanding results in the following areas:

• Increased Consultants and Active Support: Aimage and Spoki analyze inquiries in real time, responding immediately to frequently asked questions and triaging more complex inquiries to human operators. This automation has improved customer satisfaction and freed up valuable resources, allowing consultants to focus on higher value-added tasks, improving the overall quality of service delivery.
• Increased Communicative Effectiveness.: The speed and accuracy of responses provided by AI increased customer engagement throughout the purchase journey, from potential to loyal customers. The ability to respond immediately and in a personalized manner to inquiries made each interaction more meaningful.
• Decrease in Abandonment Rate: Through more effective communication and better management of customer needs, Yoyomove has seen a reduction in the number of customers who abandon the service or purchase process. Better customer relationship management has reduced abandonment rates, improving customer loyalty and long-term value.
• Increase in Unique Leads: With the integration of optimized communication strategies and an increased focus on personalized interactions, Yoyomove experienced a 320% increase in unique leads. This contributed to a larger potential customer base and increased sales opportunities. In addition, automation facilitated the collection and processing of customer data, improving effectiveness in identifying and qualifying leads.
• Increased conversion rate: Thanks to AI's ability to personalize customer communications, the conversion rate increased from 30% in 2022 to 47% in 2024. Quick and accurate responses facilitated customer decision making, increasing the likelihood of conversion.
• Reduction in contact management time.: Before the implementation of Aimage and Spoki, manual contact management took 3-4 weeks per month. With AI, this time has been reduced to just 2-3 days, enabling more efficient and timely management of customer communications. This optimization of workflows has improved the management of internal resources, increasing operational efficiency.
• Decisions Based on Hard Data: KPI analyses provided by the Aimage dashboard enabled more informed decisions that further optimized marketing and customer engagement strategies. Access to detailed and accurate data enabled more informed strategic decisions that improved marketing campaigns and customer engagement initiatives.
• Automation of contact management and promotional message sending.: Spoki transformed the process of contact management and message sending, making it much more efficient and scalable. With the use of graphic templates, messages were customized with images, call to action and the client's name.
• Increase in monthly contacts: With Spoki and Aimage, monthly contacts doubled from 300 to 600 new contacts per month.
• Significant revenue generation.: The implementation of Aimage and Spoki's solutions generated €300,000 in annual revenue, with an average of +€25,000 monthly and an ROI of 21 times the initial investment.

In summary, the integration of Aimage's artificial intelligence and Spoki's automated solutions has enabled Yoyomove to stand out from the competition by delivering superior customer service and promoting sustainable and meaningful business growth.

Next Steps.

Yoyomove intends to Optimizing communication management time by adopting digital solutions created through Aimage's AI. Using common communication channels to improve users' pre- and post-purchase value experience.

This case study demonstrates how Yoyomove, through the implementation of Spoki, has significantly improved customer service, optimized communication processes, and increased customer satisfaction and loyalty, achieving outstanding results.

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