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Yalo drives digital transformation to connect companies with their customers

About Yalo

Yalo is the leading conversational commerce platform in emerging markets. Founded in Latin America, and now present in China and India as well, Yalo enables large companies to run their critical processes, such as sales and customer support, through messaging apps, thus providing a direct communication channel with their customers.

Industries: Technology
Location: Mexico

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Google Cloud’s tools allow Yalo to scale, cut costs, and provide customers with services more securely and reliably.

Results

  • Concurrent queries increased from 100 to 10,000 with no need to change the underlying architecture
  • Collaborative work tools for every collaborator
  • Improved infrastructure availability
  • Increased productivity
  • Fewer errors and better connectivity

Container hosting costs reduced by 30%.

Yalo is a leading tech company in Mexico and Latin America. With over 150 collaborators, the platform enables large companies to run their critical processes, such as sales and customer support, through messaging apps. Since its inception in 2015, Yalo has been growing rapidly and it is now present in other countries, such as India and Brazil.

With the ongoing aim of improving the quality of interpersonal communications, the company is tackling new challenges for the future. Given that instant messaging is now an essential part of our lives, Yalo is looking to expand so it can reach more customers as the quality of its service improves.

“Messaging apps are important because that is where people connect with their family and friends, and now, the companies they appreciate the most. Companies can use this channel to handle complaints, questions, product searches, flight/booking quotes and many other needs,” explains Kyle Passarelli, Yalo’s platform architect.

There are more than 60 million smartphones in Mexico alone, and, according to the Mexican Internet Association’s 2019 report on internet trends, their users spend 78% of their time on these devices on instant messaging apps.

In that context, Yalo sought to go one step further to innovate as a company and perform a full migration to the cloud to offer its customers a service with high availability, scalability, and reliability.

“We know mobile, web, and chat experiences are totally different from one another. Creating a conversational interface is an art.”

Karla Berman, Sales VP, Yalo

Throughout its digital transformation journey, the company implemented Google Cloud solutions to bring about meaningful changes in the production and development processes for its service, improve customer support, and foster collaborative work in the company.

To achieve these results, Yalo incorporated tools such as Google Kubernetes Engine and Cloud SQL, whose simple, intuitive container handling made the developers’ jobs easier and resulted in higher levels of scalability.

Streamlined processes

Migrating to Google Cloud brought the company other benefits besides an improved scalability: it cut costs by 30%, thanks to the cloud-exclusive container hosting, and made its collaborators’ work easier through an intuitive infrastructure.

“With Google Cloud, I can jump right into code matters without having to focus so much on infrastructure details.”

Kyle Passarelli, Platform Architect, Yalo

Predictive solutions also helped the company reduce errors and increase contributor productivity, since they can now spend more time on strategic or more complex tasks.

“We managed to increase the number of concurrent queries from 100 to 10,000 with no need to change the underlying architecture. We can also deal with traffic peaks without compromising service quality. For example, if 100,000 people log into the chat in a few seconds and leave in a few seconds, Yalo can handle those peaks without disruptions,” says Berman.

New opportunities

Some of the main verticals serviced by Yalo through virtual assistants developed for messaging apps include mass-consumption products, financial services, and retail. Compliance requirements for financial services are particularly complex depending on the location.

“We were able to launch our infrastructure in several data centers at once. We have one in North America and another in India to cater to customer requirements in each location. We use Google Kubernetes Engine to take our infrastructure to wherever it is needed, without having to recreate or remake the architecture.”

Kyle Passarelli, Platform Architect, Yalo

Google Cloud’s tools enabled Yalo to design new add-ons for its customers. One example is deep data analysis, which has allowed them to deliver more accurate analytics of each customer’s channel. All these data have been compiled in record time, thus enabling them to offer this additional benefit as an extra product.

Future challenges

Paradoxically, 2020 brought Yalo new opportunities to expand its market as the demand for instant messaging rose when many countries around the world, including Mexico, enforced social distancing policies due to the pandemic.

In the past few months, the company has worked with strategic tech allies alongside the Digital Public Innovation Agency (ADIP) of the Mexico City Government (CDMX) to build a virtual assistant to answer the community’s questions about COVID-19. This allowed them to communicate official information on symptoms, care, prevention guidelines \ and measures to more than 15 million people residing in CDMX and its outskirts.

The current social distancing context also poses new challenges for Yalo, whose collaborators have been working remotely for the past few months.

To bring about comprehensive change in the company’s culture, Yalo aims to keep growing in the cloud with help from more Google Cloud tools and become 100% remote as its infrastructure becomes more secure and reliable.

Tell us your challenge. We're here to help.

Contact us

About Yalo

Yalo is the leading conversational commerce platform in emerging markets. Founded in Latin America, and now present in China and India as well, Yalo enables large companies to run their critical processes, such as sales and customer support, through messaging apps, thus providing a direct communication channel with their customers.

Industries: Technology
Location: Mexico