Case Study: Mobly increases customer retention with Twilio

Mobly transform its infrastructure and increase customer retention

Mobly, Brazil’s largest online furniture and decoration store, faced a major customer service challenge after a sharp rise in sales and support requests during Black Friday 2020 exposed an outdated infrastructure that was hurting the customer experience. The company needed a fast, flexible way to improve customer retention, unify communication, and better manage customer data and delivery updates. Twilio, including Twilio Flex, Twilio Studio, and WhatsApp Business, was chosen to help modernize the service operation.

Twilio implemented a more unified omnichannel experience for Mobly, including a WhatsApp chatbot, improved phone service, and delivery notifications integrated with Mobly’s systems. The rollout took about six months, and the results were measurable: customer retention increased by 10%, complaints dropped by 20%, and Mobly gained the flexibility to build new use cases and improve customer satisfaction through more informative, real-time communication.

Mobly

Eliane de Oliveira

Head of Customer Service