Case Study: MercadoLibre boosts marketplace trust with Twilio Voice

MercadoLibre boosts customer voice adoption by 50% with Twilio

MercadoLibre, a major Latin American e-commerce marketplace, faced the challenge of expanding its customer contact channels beyond email to improve support and maintain its high customer satisfaction goals. To provide a superior experience for its millions of users, the company needed a reliable, multi-country voice solution that could integrate with its existing CRM. They chose to partner with vendor Twilio and implement Twilio Voice API to address this need.

Using Twilio's Voice API, MercadoLibre integrated a click-to-call solution into its help portal, seamlessly connecting customers with support agents across Latin America. The Twilio solution provided high-quality, reliable voice service and integrated with their CRM for efficient call handling and tracking. This resulted in more than 50% of users opting for voice or chat over email, a 15% cost savings due to customer loyalty, and a top-tier Net Promoter Score of 65, significantly boosting marketplace trust.

MercadoLibre