A prominent fashion brand
Founded in Colombia in 1987, Totto is a leading fashion brand in Guatemala. It offers a wide range of apparel and accessories such as backpacks and handbags, and operates over 40 stores in the country. In the last two years, Totto has enjoyed a growing presence on social media.
decrease in median first response times
decrease in response delay times
increase in man-hours saved
average customer satisfaction score*
Handling customer queries efficiently
As Totto received a large volume of messages from shoppers daily, its customer support team was finding it difficult to interact effectively with people on Facebook and Instagram. The brand needed a solution that could help improve agent productivity and deliver a seamless customer experience.
Smooth lines of communication
Totto partnered with Zenvia, a customer relationship management software company, to develop a hybrid messaging experience for WhatsApp. The features included automated welcome messages, quick reply templates, automatic out-of-office replies, and multi-agent support. In addition, customers could easily send images for faster communication and agents could also make private notes within the conversation so that if the customer contacted them again, agents could see important information based on previous interactions.
The fashion brand’s in-house developers also integrated the Zenvia platform with Messenger and Messenger API for Instagram so that its customer service team could provide people using Facebook and Instagram with the same level of experience.
Unlocking greater efficiencies
By consolidating all online customer service channels into the Zenvia platform, Totto successfully delivered a smooth customer experience and increased agent productivity. Since then, the retailer has seen the following results:
- 50% decrease in median first response times
- 33% decrease in response delay times
- 64% increase in man-hours saved
- 85% average customer satisfaction score*
“Integrating our current customer messaging platforms with Zenvia was a smooth-sailing experience. Since combining WhatsApp, Messenger, and Messenger API for Instagram with Zenvia, we have been able to serve customers better and our agents have also been able to easily handle a large volume of customer queries, enjoying greater productivity.”