MercadoLibre protects 90% of sellers with Twilio authentication solutions
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Mercado Libre has been connecting millions of buyers and sellers in e-commerce for almost two decades, offering an excellent shopping experience, auctions, and online payments. Today, with more than 60 million buyers and sellers using the platform, Mercado Libre.com is among the 50 most visited websites in the world.
The company’s strategic focus is to provide the best possible customer experience in order to maintain 100% satisfaction. Hence, Mercado Libre realized that it needed to expand its contact channels beyond email alone, and decided that it was time to incorporate different online communication options into its contact centers.
"This was the first time we decided to buy a solution instead of building our own. Twilio met all our needs and was very easy to integrate."
Commitment to an excellent customer experience
Talking to an agent is usually the fastest way to resolve a customer issue, so the quality of the phone call is vital. “We rely on the stability and quality of our calls. If the sound quality was poor, the connection was interrupted, or the service was not consistently available, it would significantly impact our customers’ experience," Guzman stated.
“Trust in our platform and our market is fundamental,” Guzman continued, “we are always thinking about what is best for the user.” “Based on feedback, our customers tell us they are satisfied with Twilio's voice support. In fact, now more than 50% of users opt for voice or chat over email.”
Since Twilio provides phone numbers in each country, customers feel more comfortable knowing that the service agent is local, and having these local numbers means more savings for Mercado Libre. With Twilio, all calls are automatically tracked and connected to the CRM system, enabling comprehensive call monitoring, follow-up, and agent effectiveness reporting.
