Case Study: Daki achieves 8x higher engagement and 80% faster ticket resolution with Connectly.ai

How Daki (acquired by JOKR) reduced its time per ticket by 80% while increasing its engagement rate by 8x with Connectly

Daki, a São Paulo-based CPG/e-commerce company founded in 2020, needed a better way to communicate with riders and handle a growing volume of support tickets. Its main email channel was underperforming with only about a 15% open rate, so important information was often missed and manual support work became difficult to scale. Connectly helped Daki improve rider communication with its WhatsApp API and automated messaging tools.

Using Connectly’s WhatsApp automation, interactive and personalized bots, NLP-based smart tagging, and automated notifications, Daki streamlined data collection and routed rider interactions more efficiently to agents. The result was an 8x higher engagement rate, an 80% reduction in average time per ticket, and 90% fewer salary-related queries, with the company reporting significantly fewer rider issues overall.

Daki

Aspa Lekka

COO & Founder