Case Study: Ralali achieves 66% faster first response times with Bird

Ralali Decreases First-Response Time (FRT) By 66% with Bird

Ralali.com, an Indonesian B2B marketplace, faced challenges with its customer support as it grew. Handling inquiries solely through email and phone led to time-consuming back-and-forth and long wait times for dispute resolution. Their notification system via email, SMS, and app push was also ineffective due to low deliverability and delays. To address this, they turned to Bird for a solution using its Inbox and Flow Builder products.

Bird implemented a solution using WhatsApp and its Inbox to centralize messages and a chatbot for recurring inquiries. Flow Builder was used to send automated notifications and payment reminders. This resulted in a 66% decrease in first-response time, from 30 minutes to under 10 minutes. The support team can now handle ten times more tickets, efficiently serving 22,000 suppliers and 1.5 million merchants, and achieved an 8.5 NPS score for WhatsApp.

Ralali.com

Irwan Suryady

Chief Technology Officer