Case Study: Sayurbox Improves CSAT with Yellow.ai WhatsApp Bots

Sayurbox boosts customer experience while reducing costs and increasing revenue

Sayurbox, an Indonesian grocery and fresh produce platform founded in 2016, wanted to improve customer support and engagement while handling a large volume of incoming queries with limited agent availability. Working with Yellow.ai, the company needed a better way to support customers across WhatsApp, Email, and its mobile application.

Yellow.ai implemented an omnichannel virtual assistant that answers customer questions and helps users place, track, and confirm orders, including COD payment via Sayurbox’s API. The solution improved self-service, boosted customer satisfaction by 45%, and helped reduce cart abandonment while increasing support efficiency and revenue.

Sayurbox