Yoyomove Case Study: Optimizing Customer Service with Spoki and Aimage’s Artificial Intelligence

Is it possible to improve online customer service and achieve a significant increase in conversions with an automated communication solution? Absolutely yes, even in competitive sectors such as mobility and long-term rental. Yoyomove, an innovative startup specializing in mobility solutions, has achieved exceptional results thanks to the integration of Spoki, WhatsApp and Aimage into its corporate communication system.

Customer Overview

Yoyomove is a startup founded in 2020 specializing in mobility solutions and long-term rentals. The company stands out for its focus on sustainability and innovation, with a particular emphasis on the quality of customer service and operational efficiency. With the goal of improving customer interaction and differentiating itself from the competition, Yoyomove decided to adopt Spoki’s WhatsApp Marketing by integrating the artificial intelligence solution from Aimage.

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, seeking to offer mobility solutions that are not only efficient but also respectful of the ecosystem.

Goals of Yoyomove

In a context of Customer Relationship Optimization (CRO), it was essential to reduce friction in the customer’s purchasing path. Yoyomove aimed to:

1. Improve Response Rate: Accelerate responses to customer inquiries to increase satisfaction and efficiency.
2. Optimize User Experience: Make the interaction more fluid and enjoyable, with the aim 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 fundamental for business growth. The ability to respond quickly and efficiently to customer requests would not only improve their experience but also increase the likelihood of conversion and loyalty.

Problems Identified

Before integrating WhatsApp with Spoki and Aimage, Yoyomove faced several challenges in managing customer communication. Some of the main problems included:

• Reduction of lead management times: with a view to continuously improving the lead management process, the main objective was to minimize processing times, ensuring a timely and accurate response to customer requests. The intent is to provide a high-quality customer experience and maintain a competitive advantage in the market.
• 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 optimize 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 outset, the company adopted WhatsApp as its primary communication channel, with significantly better performance than email and SMS. The goal was to build customer loyalty and improve the effectiveness of customer care with quick and personalized responses.

Yoyomove’s choice of WhatsApp has enabled them to establish a direct and personal communication channel with customers, increasing engagement and improving the quality of interactions.

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

This automated system assigns leads to consultants based on the conversation, improving workflow management and personalizing the approach to potential customers. 

If Myboard AI had not been available, the manual process would have involved:

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

A manual, laborious, and inefficient process that requires 3-4 weeks of work per month, limiting Yoyomove’s ability to manage large volumes of contacts and send personalized messages in a timely manner, as is the case through Myboard AI.

Adopted Strategy

1. Interaction Automation: The first phase of the project saw the implementation of automated chats, thanks to AIMAGE technology, to proactively respond to customer requests, improving the response rate and operational efficiency. This has allowed Yoyomove to manage a larger volume of interactions without compromising the quality of service.

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

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

The WhatsApp integration has been particularly effective, as it is a messaging application that is widely used and familiar to customers. This has facilitated communication and improved the response and message read rate.

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

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

1. Integration with Myboard AI: Yoyomove has integrated the company’s CRM, Myboard AI, for optimized lead management. This automated system assigns leads to consultants based on the conversation that took place, improving workflow management and the personalization of the approach to potential customers.

The integration with Myboard AI has enabled more efficient lead management, ensuring that each potential customer receives the necessary attention and appropriate follow-up, increasing the chances of conversion.

1. Use of WhatsApp APIs with Spoki for Lead Management: In this way, Yoyomove was able to further automate lead management, ensuring that customer information was managed and used effectively to maximize conversions.

The APIs have enabled a perfect synchronization between the various company systems, ensuring that all data is updated in real time and that communications are always relevant and timely.

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

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

Implementation of Spoki, WhatsApp and Aimage

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

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

• KPI Analysis Dashboards: Real-time monitoring of key metrics such as response time, customer satisfaction, and lead conversion rate, which allow for the optimization of marketing and customer engagement strategies, thanks also to the generation of customized reports on every aspect of performance.
• Graphic Templates: Create messages with images, calls to action, and personalization with the customer’s name.
• Automations for Mass Sending: Instant and mass sending of messages to the selected list based on the setting of automations and campaigns.

• Response Automation: Using AI algorithms to automatically answer frequently asked questions, freeing up operators for higher value-added tasks.
• Request Sorting: Automatic differentiation of support requests from quote requests.
• Customizable Workflows: Customize chat flows to improve the efficiency and relevance of responses.

The implementation, which took place simply and with a few clicks, transformed the process of managing contacts and sending messages, making it much more efficient and scalable.

Results Obtained with Spoki and Aimage

The artificial intelligence of Aimage and the implementation of Spoki have marked a decisive turning point for Yoyomove, significantly improving and automating the management of customer interactions. Thanks to these technologies, Yoyomove has achieved extraordinary results in the following areas:

• Increase in Consultants and Active Support: Aimage and Spoki analyze requests in real time, immediately answering frequently asked questions and routing more complex requests 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 offered.
• Increased Communication Effectiveness: The speed and accuracy of the responses provided by the AI have increased customer engagement throughout the purchase journey, from potential to loyal customers. The ability to respond immediately and in a personalized way to requests has made each interaction more meaningful.
• Decreased Churn Rate: Thanks to more effective communication and better management of customer needs, Yoyomove has seen a reduction in the number of customers abandoning the service or purchase process. Improved customer relationship management has reduced churn rates, improving customer loyalty and long-term customer value.
• Increase in Unique Leads: With the integration of optimized communication strategies and a greater focus on personalized interactions, Yoyomove has seen a 320% increase in unique leads. This has contributed to a larger base of potential customers and increased sales opportunities. In addition, automation has facilitated the collection and processing of customer data, improving the effectiveness in identifying and qualifying leads.
• Increase in conversion rate: Thanks to the AI’s ability to personalize communications with customers, the conversion rate increased from 30% in 2022 to 47% in 2024. Quick and accurate responses have facilitated the customer decision-making process, increasing the likelihood of conversion.
• Reduction of contact management time: Before the implementation of Aimage and Spoki, manual contact management required 3-4 weeks per month. With AI, this time has been reduced to just 2-3 days, allowing for more efficient and timely management of communications with customers. This workflow optimization has improved the management of internal resources, increasing operational efficiency.
• Data-Driven Decisions: KPI analyses provided by the Aimage dashboard enabled more informed decisions, further optimizing marketing and customer engagement strategies. Access to detailed and accurate data allowed for more informed strategic decisions, improving marketing campaigns and customer engagement initiatives.
• Automation of contact management and sending of promotional messages: Spoki has transformed the process of managing contacts and sending messages, making it much more efficient and scalable. With the use of graphic templates, the messages were personalized with images, calls to action and the customer’s name.
• Increase in monthly contacts: With Spoki and Aimage, monthly contacts have doubled, increasing from 300 to 600 new contacts per month.
• Significant revenue generation: The implementation of Aimage and Spoki solutions has generated €300,000 in annual revenue, with an average of +€25,000 per month and an ROI 21 times higher than the initial investment.

In summary, the integration of Aimage’s artificial intelligence and Spoki’s automated solutions has allowed Yoyomove to stand out from the competition, offering superior customer service and promoting sustainable and significant business growth.

Next Steps

Yoyomove intends to optimize communication management time by adopting digital solutions created through Aimage’s AI. Using common communication channels to improve the value experience of users pre and post purchase.

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 exceptional results.

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