Case Study: Yoho achieves 84% faster support responses with Respond.io

How Yoho Centralized 6 Support Channels to Improve Chat Response Times by 84%

Yoho, a Hong Kong eCommerce and retail company, was struggling to manage customer inquiries across six support channels, with web chat getting most of the attention while WhatsApp, WeChat, Instagram, Facebook Messenger, and email were often delayed or overlooked. Yoho needed a better way to centralize support, improve response and resolution times, and prevent lost sales due to poor service, so it turned to Respond.io and its messaging platform.

Using Respond.io, Yoho consolidated all channels into a single inbox, created separate Workspaces for different inquiry types, and automated common support flows with Workflows while tracking performance through analytics. The results were significant: average first response times improved by 84% to 5 hours 43 minutes, average resolution times dropped by 32% to 11 hours, and Yoho saw 9% member growth in four months.

Yoho

Tetsu Ho

Technical Product Manager