Zola Walkthrough

Zola is a unified customer communication layer powered by AI. It is designed for businesses that need 24/7 availability and serve many customers and potential clients.

It answers on WhatsApp, live chat and email, resolves the routine questions itself and hands the rest to your team.

• Repetition

  A high volume of repetitive support queries.

• Slow response

  Slow response times on email and live chat.

• Inconsistent answers

  Different answers to the same question across channels.

• Burn-out

  Agent burn-out and rising support costs.

• Limited availability

  Support ends when the team goes home.

• Visitor bounce

  Visitors who arrive off-peak can't be engaged, so they leave.

Zola is everywhere too. It covers WhatsApp, live chat and email, with one memory of each customer across all three.

• WhatsApp

  The front door: high open rates and low friction, where your clients already are. Best for notifications.

• Live chat

  On your website, for visitors who want help while they browse.

• Email

  For detailed questions and follow-ups, answered without the usual wait.

• Automation & self-service

  Order activation, account creation and management, password resets, common issues, basic troubleshooting and guided workflows.

• Context memory

  Remembers context across interactions, recognises returning users and continues conversations where they left off.

• Knowledge base answers

  Learns from your website so answers stay current, e.g. pricing, FAQs and product features.

• Smart escalation & routing

  Escalates on complexity, sentiment or customer tier, to a live agent or a ticket, routed to the right team.

• Multilingual & localised

  Supports multiple languages out of the box and follows customers who switch language mid-conversation.

• Analytics & reporting

  CSAT, response time and volume data on a dashboard.

• Security & privacy

  Verifies an existing client's identity with a one-time code before taking any action.

• Natural language understanding
• Multilingual support, important in Africa and global markets
• Learns from past conversations
• Knowledge base and company data integration
• Sentiment detection
• Priority routing for high-value or frustrated users

• CRM

  Integrates with Odoo.

• Ticketing

  SupportPal, Odoo and others through an API connection.

• Billing

  WHMCS and Odoo.

• Faster resolution

  Resolution times reduced by 80% or more.

• Faster first response

  First-response time improved by 90% or more.

• Better CSAT

  Customer satisfaction improves as agents focus on high-value issues.

• Frees up support

  Resolves over 80% of chats: most are repetitive questions that can be automated.

• 97.4%

  Faster first response

  Average first response time down from 1,035.82 to 26.91 minutes

• 88.9%

  Faster resolution

  Average resolution time down from 22 days 13 hours to 2 days 12 hours

• 86%

  Resolved by Zola

  Share of conversations started that Zola resolved

1. Quick setup

   Setup is done quickly, on your own infrastructure.

2. Training for agents

   Two training sessions after implementation.

3. Stabilisation

   A settling-in period while the business adopts Zola.