At a glance
- Company
- Yalla World (Yalla Kids)
- Sells
- Modest clothing for babies, kids, and adults
- Made in
- Dubai, shipped from the UK
- Store
- Shopify
- Main markets
- United Kingdom, United States
- Channels
- Website chat, WhatsApp
- Live since
- 28 August 2026
The challenge
Yalla World makes hand-tailored modest clothing for babies, kids, and adults. Pieces are made in Dubai, and most orders go to families in the UK and the US.
Parents want to know which size fits a 10-month-old or a child who is 98 cm tall. Shoppers ask where their order is, which countries get delivery, and whether a style comes in black. Many of these questions arrive in the evening and at weekends, when nobody is at a desk.
Yalla World wanted those answers to be instant and accurate without hiring a night shift, and wanted a real person to step in whenever it matters.
Questions customers actually asked
- Where is my order?
- Which countries do you deliver to?
- What is your return policy?
- My baby is 10 months old. 6–12 or 12–18 months?
- My chest is 42 inches. Should I order L or XL?
- Black abaya with gold calligraphy?
- Speak to agent
What they set up
Set up with help from the Fetchply team, using the Fetchply dashboard and the Shopify app. No new help desk to learn.
- Connected the Shopify storeThe agent learned the catalogue and store policies from Shopify, so its answers match what is on the site.
- Turned on product searchShoppers describe what they want in their own words and get matching products from the live catalogue.
- Turned on order and delivery checksCustomers see where their order is and which delivery options they have, without waiting for an email.
- Added a size chart lookupA custom function reads Yalla World’s own size charts, so sizing advice uses real measurements.
- Added WhatsAppThe same agent answers on WhatsApp, where many customers prefer to message.
- Kept a person in the loopWhen a customer asks for a person or has a problem, the chat moves to the team in the Fetchply inbox.
The results
7 weeks of live data from 381 customer conversations.
Conversations every week
- 28 Aug – 6 Sep (launch): 47 conversations
- 7 – 13 Sep: 89 conversations
- 14 – 20 Sep: 87 conversations
- 21 – 27 Sep: 49 conversations
- 28 Sep – 4 Oct: 39 conversations
- 5 – 11 Oct: 45 conversations
- 12 – 14 Oct (3 days): 25 conversations
When customers write
59%of messages arrived after hours (UK time)
Busiest hour in UK time: 9am, with 137 customer messages.
What the agent did
- Product searches187
in 97 conversations
- Hand-offs to the team115
when a person was the right answer
- Order lookups59
85% matched to a real order
- Delivery checks51
live shipping options
- Size chart lookups21
from Yalla World’s own charts
Where conversations happen
- Website chat
- 81% · 309
- 19% · 72
Top markets (of 22 countries)
- United Kingdom160
- United States108
- Pakistan28
- Saudi Arabia18
- United Arab Emirates12
- India11
See it in action
Pick a topic to replay a conversation like the ones Yalla World customers have every day.
Yalla World assistantReplies in secondsExamples rewritten from real customer questions. Names and order details are changed.
Where the team still steps in
The goal was never to hide the team. It was to free them for the conversations that need a person.
20%of conversations (75 of 381) included a reply from the team
Typical reasons
- A customer asked to speak to a person.
- A customer reported a problem with an item they received.
- An order question did not match any order in the store.
In those moments the agent hands the chat over instead of guessing, and the team replies in the same thread. Of the conversations that were closed, 227 closed automatically once the customer stopped writing, and the team closed 54 by hand.
How we measured
- Numbers cover 28 August to 14 October 2026, starting on Yalla World’s first day live.
- A conversation is one chat thread with a customer on the website or WhatsApp. Test chats from the dashboard are not counted.
- “Answered without the team” means no Yalla World team member replied anywhere in that conversation.
- After hours means before 9am, after 6pm, or on Saturday or Sunday, in the time zone shown.
- Reply time is how long the agent took to answer each customer message. The middle value is shown, so a few slow replies do not skew it.
- Ratings are optional, so only a few customers leave one: 12 of the 13 ratings were positive.
- Example conversations are rewritten from real questions. Names, order numbers, and personal details are changed.