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.

Slide, a Software as a Service (SaaS) platform, was looking for a way to offer businesses a one-stop solution for social ordering via their social media accounts. The challenge was to manage the day-to-day online orders via social platforms so businesses could focus on their core strengths while leveraging the capabilities and scale of Slide. The goal was to provide a seamless and efficient end-to-end customer experience, allowing customers to view menus, order food, and chat about dietary preferences without ever leaving their preferred social media platform. The challenge also included providing a secure and convenient payment method for customers to finalize their transactions.