Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Onsite Human Safety Management
Services
- System Integration
About The Customer
Reefi is one of Saudi Arabia’s leading online retailers, having experienced remarkable success since its inception in 2018. The company originally started sales through social media and is now a top destination for customers seeking high-quality homewear products, such as towels and robes made from unique microfiber. With a loyal base of 700,000 customers and 12 multi-product concept stores across the Kingdom, Reefi has adopted innovative solutions to cater to its expanding customer base. The company diversified its product offerings from a single item to a comprehensive range of homewear products and introduced a new line of mattresses called Awa under its own brand.
The Challenge
Reefi, a leading online retailer in Saudi Arabia, faced significant challenges in managing its rapidly expanding customer base. Having started sales through social media, the company grew to become a top destination for high-quality homewear products, boasting a loyal customer base of 700,000 and 12 multi-product concept stores across the Kingdom. However, the company's exponential growth presented a significant challenge, particularly in terms of marketing and customer service. The high volumes of requests from telephone systems and web chats were overwhelming for the customer service agents, who struggled to handle all these requests promptly and efficiently. The company recognized the need for innovative solutions to cater to its expanding customer base and enhance the engagement and interactivity of its customer communication.
The Solution
To address this challenge, Reefi engaged Unifonic, a customer experience platform. Unifonic's conversational solutions put WhatsApp and chatbots at the core of Reefi’s engagement strategy, dramatically improving their customer experiences. Customers can now receive real-time support through WhatsApp, allowing them to ask questions, seek assistance, or gather product information, all with the assurance of prompt replies. The integration of self-service chatbots with WhatsApp automates responses to frequently asked questions, ensuring instant and efficient customer support around the clock, 24/7. Furthermore, Reefi can seamlessly transfer conversations to customer support agents using the Unifonic Agent console when a human touch is required. The Unifonic platform also provides Reefi with a deeper understanding of their target audience, which, in turn, helps them make data-driven decisions for future growth and optimization.
Operational Impact
Quantitative Benefit
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