Apresentação Javier Mata no MObilize Breakfast

1. Manage customer
relationships on WhatsApp

2. We live in a relationship
economy
PRODUCTS
1970s
PRODUCTS +
SERVICES
1990s
CUSTOMER
CENTRIC
2000s
RELATIONSHIP
CENTRIC
NOW

3. All your customers are living inside of
messaging apps
3B 84% 8B
people interacting on a
monthly basis
of screen time spent
in a messaging app
messages exchanged
between businesses
and people
Fuente: Global "Encuesta de mensajería de Facebook" de Nielsen

4. Your company can be there too,
building relationships
Guaranteed use (App
20% vs. 80% chat) and
social sharing
Real-time and never
ending conversation
All customer lifecycle and
services in one place

5. How does it look like?
Follow-up Buy Help

6. Using WhatsApp
Enterprise API

7. WhatsApp 1:
Business APP
Many to one
Small
business
No integration

8. WhatsApp 2:
Enterprise API
Many to many
Large
business
Integration
Notification
Automation

9. WhatsApp 2:
Enterprise API
Multiple agents

11. Get discovered
Facebook ads that click to WhatsApp
Business directory within WhatsApp
(future)

12. Increasing sales
by personalizing
Reducing costs
by automating
Adding value to your business in 2
ways

13. Increase sales through personalized re-marketing
Proactive
notifications
Catered offers
Ana checked prices for Tokyo
1 week ago
And received personalized
offer after
Transactional

14. Reduce cost with
Conversational AI
Train custom neural network with
your own conversations to
automate the repetitive
Up to 90% of conversations are
automated

15. Empower your agents with a smartdesk
Bot to human handover
Suggested replies and
processes for agents
Access knowledgebase
inmediately

16. And become proactive with
notifications (replacing SMS
with WhatsApp)
Daily reminder of their bank balance
Confirmation of a purchase that they
make on your website
Tracking update about their package
Reminder about their flight ("it's time to
check in")

17. 2X
Conversion vs
traditional re-
marketing
$1
Per conversation vs
call center
4.8
Over all conversations
happening on Yalo
USD /5
CSAT
Increase sales
conversion
Reduce costs
Increase customer
satisfaction
RESULTS THAT CAN BE DELIVERED

19. 92%
Automation
Handled by AI
“Aeroméxico sees 10 times more
engagement in WhatsApp”
- Venture Beat
What customers
are experiencing
12x
Faster resolution time
3MM
sales through
WhatsApp/month

20. +57%
higher conversion rate than
other channels
“Our most succesful conversion
initiative to date”
- CMO Amazon Mexico
What customers
are experiencing

21. 20%
sales increase through
WhatsApp
“Highest customer engagement in the
history of Unilever”
- Digital head
Unilever
What customers
are experiencing
Largest
Database ever

22. Our team has global, localized coverage in key emerging markets

23. javier@yalochat.com
THANKS

24. ANNEX: getting started

25. Road to launch
Agree on use case
and sign with
Yalochat
Collect data, train
neural network,
and polish UX
Connect back end
to Yalochat
Test Launch

26. Requirements
Responsible Week 1 Week 2 Week 3 Week 4
Your
company
Yalochat
Send
conversations
history and data
Map services
that need to be
integrated
Define use
cases
Design user
journey
User journey approval
API documentation
Send content (images,
copies, GIFs, etc.)
Develop and integrate to back-end
Beta test
Beta test

27. ANNEX: Additional
functionalities

29. Profiling with
deep client
knowledge

30. Data insights from messaging channel

31. We help you connect to every important messaging App
Official WhatsApp Distribuitor
1.5 B People each Month
Your website’s montly traffic
WeChat
1 B users
iMessage
250M users
RCS

32. Technology integrations give your customers
the information and services they need
Promotions
Flight check-in
Salesperson notifications
Flight status
Trip notifications
Upsells (e.g. flight upgrade)
Tickets to event / attraction
Promotions
Order receipt/confirmation
Order tracking
Salesperson notifications
Apply for credit for
purchase
Credit status notifications
Send tax invoice
Promotions
Loan/credit card application
Salesperson notifications
Account management and
payments
Balance notifications
Charges notifications
Credit/claim status
notifications
TRAVEL RETAIL
FINANCIAL
SERVICES

33. Financial Services - sample

34. Car dealership - sample
Lead generation Book appointments

35. Funnel follow up
David stars the process to buy
some shoes on Monday...
Then the bot reminds to finish
the process on wednesday

36. Knowledge management system

37. Chat in Web

38. Payments through bot

39. Yalo Experience Builder

40. We help you integrate and
manage WhatsApp
Phone #
chosen by
client
HSMYALO CONFIGURES AND MANAGES
WHATSAPP CONNECTION
Features:
1) SERVER SET-UP
2) MESSAGES SCHEDULING
3) BATCH PROCESSING
4) USER SUBSCRIPTION MANAGEMENT
- "STOP" list
- USER OPT-IN
- OTHER
5) METRICS IN REAL TIME
- Messages sent
- Messages received
- Messages read
- Users who requested STOP
- User Opt-In
CLIENT
THE CLIENT CONNECTS TO YALO AND
SENDS NOTIFICATION FILES
Supported protocols:
1) API REST
- JSON format
2) QUEUES (Rabbitmq)
3) Custom libraries (Java, node)
The client can use existing
endpoints currently in use for
other services (SMS, email)

41. We protect your data in the following way
WHATSAPP: Encripción de datos end-
to-end
WHATSAPP: Instalación del
programa en los servidores del
cliente enterprise
Encripción de datos en puntos de
conexión
Network firewalls
DDoS Mitigation
API call monitoring and tracking
Alert notifications
Identity and access control
CSA Cloud Security Alliance
Controls
ISO 9001: Global Quality
Standard
ISO 27001: Security
Management Controls
ISO 27017: Cloud Specific
Controls
ISO 27018: Personal Data
Protection
PCI DSS Level 1: Payment Card
Standards
1) Se asigna una bandera “confidencial” a
datos sensibles 2) se envían
directamente al servicio del cliente 3) al
transmitir estos datos a los servicios de
Yalo se reemplazan por asteriscos
Webview: para procesos como pagos y
log-in, se brinda una webview donde el
usuario ingresa sus datos directamente a
los servidores del cliente
SECURITY MEASURES SAFETY CERTIFICATES
*Ver esquema en el siguiente slide

42. Mensaje proveniente
de facebook
Data modificada sin
estructura para analíticas
Data sin modificar
enviada a Botrunner
Data modificada estructurada
para contexto de conversación
y analíticas
Data sin modificar
estructurada para enviar
a nuestro cliente
Jose Manuel hooks-proxy *********
*********
firehose
Jose Manuel name:*******
caché de
botrunner
botrunner
name: Jose
Manuel
form
servicio de
nuestro cliente
El bot está esperando por el nombre del usuario.
El usuario envía su nombre al bot.
Hooks-proxy lo recibe y lo envía a guardar a firehose cambiando la
información proveniente del usuario por asteriscos.
Hooks-proxy envía la data original al Botrunner para que sea procesada.
Botrunner estructura la información y la envía al servicio del usuario.
Botrunner modifica la información reemplazando los datos sensibles por
asteriscos para ser almacenados en caché y en forms.
EJEMPLO:

43. ANNEX: WhatsApp

44. WhatsApp’s usage across the globe

46. Create your presence
Two ways of accessing the network:
- WhatsApp Business (a
standalone Android app for SMBs)
- Enterprise API
Tools to establish business presence:
- Business profile (with verification)
- Product catalog
- Multi-agent access
- CRM/labels

47. Solve business needs
through messaging
Customer Support
Respond to customers when they reach out
Free within 2 -3 days of user response
Notifications (end of H1)
Way timely notifications (e.g. gate
change,receipts, 2 -fac authorization)
Paid (rate card, guaranteed delivery)
Sponsored Messages (end of H2)
Re-engagement promotional messages
Paid (auction, unguaranteed delivery)

48. Get discovered
Facebook ads that click to WhatsApp
Business directory within WhatsApp
(2019)

49. Notifications: Send customers the information
they need where they want to receive it
Notifications: One-way messages to a customer based on aspecific action
that person has taken with your business
Note: Users must opt-in to receive messages on WhatsApp
• Booking
confirmations
• Boarding passes
• Gate information
• Hotel details
Purchase confirmations
Food order receipts
Delivery notifications
Delivery tracking
Bank transactions
Two-factor
authentication
Appointment reminders
Education
enrollment
Bill payment
reminders