{"id":148410,"date":"2023-04-05T17:07:49","date_gmt":"2023-04-05T11:37:49","guid":{"rendered":"https:\/\/yellow.ai\/case-study\/how-zenyum-crafted-a-winning-omnichannel-strategy-for-cx-with-yellow-ai\/"},"modified":"2025-09-29T14:16:46","modified_gmt":"2025-09-29T08:46:46","slug":"how-zenyum-crafted-a-winning-omnichannel-strategy-for-cx-with-yellow-ai","status":"publish","type":"case-study","link":"https:\/\/yellow.ai\/uk\/case-study\/how-zenyum-crafted-a-winning-omnichannel-strategy-for-cx-with-yellow-ai\/","title":{"rendered":"Zenyum’s winning omnichannel strategy for CX with Yellow.ai"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

How Zenyum crafted a winning omnichannel strategy for CX with Yellow.ai<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Founded<\/p>\n\n\n\n

2018<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

www.zenyum.com\/sg-en<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Channels<\/p>\n\n\n\n

Website, Facebook, WhatsApp, Instagram<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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

Customer Support<\/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
\n
\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

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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
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Catering to large volumes of customers across multiple locations through different channels<\/h3>\n<\/div>\n\n\n\n
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Zenyum is unique in the Healthcare Tech space in Southeast Asia. As an aggressively growing start-up, Zenyum’s web platform sees traffic of over 50,000 users every month. They wanted to channelise this traffic to be handled by a virtual assistant that could support customers and resolve queries.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution: The Zenyum bot<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

Omnichannel strategy<\/p>\n\n\n\n

In order to build a true omnichannel support system and to deliver a connected experience across all human interactions in real-time, across channels and at scale, the AI agent was taken live on their official website, Facebook Messenger, Instagram and WhatsApp.<\/p>\n<\/div>\n\n\n\n

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

Personalization at scale<\/p>\n\n\n\n

The Zenyum virtual assistant delivers support through a wide range of menu options; from a personalized assessment via a series of questions to understanding each case or even sharing costs, installment plans and clinic locations. It is a go-to assistant for any new customer, serving as a helpful tool to navigate and ascertain how Zenyum can help.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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

A ‘human like’ agent<\/p>\n\n\n\n

For a quick turnaround of customer enquiries, the Zenyum bot has helped in increasing customer engagement reducing the need for a human agent. It is an intuitive, human-like chat agent that can simulate a live agent, right from initiating customer conversations to delivering information and taking actions on their behalf.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n
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Impact<\/h2>\n\n\n\n
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\r\n \r\n
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\r\n
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\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

New users on the channels in the span of a year<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

SEAMLESS SELF-SERVE<\/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

Messages exchanged on the 4 channels<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

Volume Handling<\/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

New sessions handled<\/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":0,"template":"","categories":[],"case_study_category":[],"coauthors":[209],"class_list":["post-148410","case-study","type-case-study","status-publish","hentry"],"acf":[],"yoast_head":"\nZenyum\u2019s Omnichannel CX Strategy with Yellow.ai - 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\/uk\/case-study\/how-zenyum-crafted-a-winning-omnichannel-strategy-for-cx-with-yellow-ai\/\" \/>\n<meta property=\"og:locale\" content=\"uk_UA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Zenyum\u2019s Omnichannel CX Strategy with Yellow.ai - Yellow.ai\" \/>\n<meta property=\"og:description\" content=\"All Success Stories How Zenyum crafted a winning omnichannel strategy for CX with Yellow.ai Founded 2018 Website www.zenyum.com\/sg-en Channels Website, Facebook, WhatsApp, Instagram Use Cases Customer Support Challenge Solution Impact Challenge Catering to large volumes of customers across multiple locations through different channels Zenyum is unique in the Healthcare Tech space in Southeast Asia. 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