{"id":117420,"date":"2023-05-23T11:46:43","date_gmt":"2023-05-23T06:16:43","guid":{"rendered":"https:\/\/yellow.ai\/case-study\/multinational-furniture-brand-drives-seamless-automation-with-zendesk-integration\/"},"modified":"2025-09-23T17:29:14","modified_gmt":"2025-09-23T11:59:14","slug":"multinational-furniture-brand-drives-seamless-automation-with-zendesk-integration","status":"publish","type":"case-study","link":"https:\/\/yellow.ai\/en-ph\/case-study\/multinational-furniture-brand-drives-seamless-automation-with-zendesk-integration\/","title":{"rendered":"Multinational furniture brand drives seamless automation with Yellow.ai’s Zendesk integration"},"content":{"rendered":"\n
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\n
\n

Success Stories<\/a><\/p>\n\n\n\n

Multinational furniture brand drives seamless automation with Yellow.ai’s Zendesk integration<\/h1>\n\n\n\n
\n
\n
\"\"<\/figure>\n\n\n\n
\n
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Channels<\/p>\n\n\n\n

WhatsApp<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n\n\n\n
\n
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Use Cases<\/p>\n\n\n\n

Store information, product promotions, FAQs<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

\n

Solution<\/a><\/p>\n<\/div>\n\n\n\n

\n

Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

\n

Challenge<\/h2>\n\n\n\n
\n\n\n\n
\n
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Inefficiencies in handling high customer query volumes with limited agent bandwidth<\/h3>\n<\/div>\n\n\n\n
\n

The client, with its extensive network of stores across Indonesia, faced an enormous challenge – an overwhelming number of customer queries coupled with limited agent resources. The need of the hour was to automate repetitive queries and streamline the system, freeing up agents to tackle more complex tasks. In addition, they were eager to tap into the vast customer base on WhatsApp, a popular channel in Indonesia, to drive business growth and foster customer loyalty.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution<\/h2>\n\n\n\n
\n\n\n\n
\n
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1<\/p>\n\n\n\n

24\/7 customer service<\/strong><\/p>\n\n\n\n

Yellow.ai deployed a dynamic AI agent on Whatsapp that seamlessly integrated with the client\u2019s Zendesk ticketing system, enabling them to provide shopping-related services at customers’ fingertips, without the need to download an additional app. Whether it is a query related to promotions, product availability, or anything else, customers could receive instant and accurate responses by simply initiating a chat in English or Bahasa.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\n
\"\"<\/figure>\n<\/div>\n\n\n\n
\n

2<\/p>\n\n\n\n

Zendesk integration<\/strong><\/p>\n\n\n\n

By integrating the Yellow.ai platform with Zendesk, all tickets raised by support agents are automatically updated on the client’s Zendesk system, leading to greater visibility into agent performance. Agents can further prioritize the tickets based on urgency, and the Zendesk platform is updated automatically to reflect the most recent information.<\/p>\n<\/div>\n<\/div>\n\n\n\n

\n
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3<\/p>\n\n\n\n

Outbound awareness campaigns<\/strong><\/p>\n\n\n\n

Yellow.ai’s Conversational Commerce Cloud (CCC) has made it easy to create and launch outbound promotional campaigns on WhatsApp for generating and nurturing leads.Personalized campaigns help target the right segments at the right time.<\/p>\n<\/div>\n\n\n\n

\n
\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
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4<\/p>\n\n\n\n

Periodic insights<\/strong><\/p>\n\n\n\n

The client has access to periodic insights on conversation metrics like number of sessions, session duration, accuracy, etc., and agent metrics like average handling time, first response time and tickets resolved to track productivity and operational efficiency.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Impact<\/h2>\n\n\n\n
\n\n\n
\r\n \r\n
\r\n
\r\n
\r\n
\r\n
\r\n

Seamless Automation<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

incoming queries
\nself-served<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

Lead Generation<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

lead to sales conversion rate<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

High Adoption<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

orders placed on WhatsApp per quarter<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n","protected":false},"author":1,"featured_media":117424,"template":"","categories":[],"case_study_category":[],"coauthors":[209],"class_list":["post-117420","case-study","type-case-study","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"\nFurniture Brand Automates CX with Yellow.ai + Zendesk - Yellow.ai<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/yellow.ai\/en-ph\/case-study\/multinational-furniture-brand-drives-seamless-automation-with-zendesk-integration\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Furniture Brand Automates CX with Yellow.ai + Zendesk - Yellow.ai\" \/>\n<meta property=\"og:description\" content=\"Success Stories Multinational furniture brand drives seamless automation with Yellow.ai’s Zendesk integration Channels WhatsApp Use Cases Store information, product promotions, FAQs Challenge Solution Impact Challenge Inefficiencies in handling high customer query volumes with limited agent bandwidth The client, with its extensive network of stores across Indonesia, faced an enormous challenge – an overwhelming number of […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/yellow.ai\/en-ph\/case-study\/multinational-furniture-brand-drives-seamless-automation-with-zendesk-integration\/\" \/>\n<meta property=\"og:site_name\" content=\"Yellow.ai\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/YellowDotAI\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-23T11:59:14+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/yellow.ai\/wp-content\/uploads\/2023\/05\/Furniture-CS.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"628\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/yellow.ai\/wp-content\/uploads\/2023\/05\/Furniture-CS.jpg\" \/>\n<meta name=\"twitter:site\" content=\"@yellowdotai\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"Yellow.ai\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/yellow.ai\/en-ph\/case-study\/multinational-furniture-brand-drives-seamless-automation-with-zendesk-integration\/\",\"url\":\"https:\/\/yellow.ai\/en-ph\/case-study\/multinational-furniture-brand-drives-seamless-automation-with-zendesk-integration\/\",\"name\":\"Furniture Brand Automates CX with Yellow.ai + Zendesk - 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