Bird (formerly MessageBird)
59 Case Studies
Case Study: Yoco deflects 42% of chats with Bird WhatsApp automation
A Bird (formerly MessageBird) Case Study
How Yoco's Partnership with Bird Deflected Human Chats by 42% and Improved Customer Service
Yoco, a South African fintech company, needed a better customer support experience after moving to a large traditional CRM vendor in 2020. Its live chat felt too corporate, lacked seamless switching to WhatsApp, and made support cumbersome for merchants, so Yoco sought a more customer-centric, true omnichannel solution.
Yoco implemented Bird, using its WhatsApp automation, Live Chat, and Flow Builder to create a connected support experience across channels. With Bird, Yoco can now offer asynchronous support, proactive notifications, and customizable no-code workflows, helping agents handle 4–6 chats simultaneously and deflect 42% of human chats while achieving a 73 CSAT score on chat.
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Yoco
Simone Santiago
Senior Product Manager