Case Study: MercadoLibre achieves higher marketplace trust and NPS with Twilio Voice

Mercadolibre Boosts Marketplace Trust With Twilio Voice

MercadoLibre, Latin America’s largest e-commerce marketplace with over 60 million buyers and sellers, needed to expand beyond email to meet its goal of 100% customer satisfaction. With operations across 19 countries, the company required a high-quality, scalable voice solution that integrated seamlessly with its CRM to give agents immediate access to customer data and measurable tracking across the region.

MercadoLibre embedded Twilio Programmable Voice and WebRTC click-to-call into its Help Portal, routing calls to regional contact centers, using in-country numbers, and logging each interaction in the CRM. The integration improved call quality, reporting, and routing, led more than 50% of users to choose voice or chat over email, boosted NPS and customer trust, and delivered cost efficiencies and measurable gains in customer experience and loyalty.

Mercado Libre

Rodrigo Guzman

Senior Manager of Product Development