Challenges Before Reach

Molvu faced major challenges due to the fragmentation of its communication channels, which made it difficult to properly track conversations, created duplicated efforts, and caused an inconsistent customer experience. This translated into daily operational issues, management complexity, and lost sales opportunities.

Objectives When Adopting Reach

With the arrival of Reach, Molvu primarily aimed to:

• Reduce customer response times.
• Improve the overall service experience, especially during periods of high chat volume.

To achieve this, the company focused on optimizing key processes and KPIs such as:

• Decreasing the average response time.
• Increasing customer satisfaction through post-service surveys.
• Reducing the number of unattended conversations, particularly during peak hours.

Reach Implementation

Implementation began with the activation of the institutional WhatsApp channel through WABA, centralizing and professionalizing communication from the brand’s official number.

Several key features were customized to meet Molvu’s needs, including:

• A KPI dashboard segmented by sales, technical support, and physical stores, enabling real-time monitoring.
• Quick replies to standardize and speed up frequent interactions.
• Integration of payment links with existing gateways to close sales directly through chat.
• A self-service menu tailored to the most common use cases, allowing customers to manage simple requests on their own and ensuring proper routing for complex cases.

Additionally, virtual training sessions were held for all teams involved, ensuring a smooth transition and efficient use of the platform from day one.

Results

According to the Molvu team:

“We saw an improvement in response times and an increase in customer satisfaction. The number of missed conversations also decreased, especially during peak hours…”

Quantitatively, during the last year, Molvu experienced a 50.5% growth in transactions managed through Reach — a direct reflection of improved processes, optimized payment channels, and a positive market response. This result highlights the impact of collaborative work and Molvu’s ability to scale operations while strengthening its position as a technology and customer service leader in the region.

“It’s a robust and efficient platform for centralizing customer communication. It helps improve both customer service and internal management KPIs.”
— Martín Flores, Digital Channels Management, Molvu