Unifonic > Case Studies > Enhancing Customer Engagement and Operational Efficiency: A Case Study on Reefi and Unifonic

Enhancing Customer Engagement and Operational Efficiency: A Case Study on Reefi and Unifonic

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.

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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.

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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.

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Operational Impact

The implementation of Unifonic's platform has significantly improved Reefi's operational efficiency. By automating a significant volume of customer queries, the company has been able to reduce the need for extensive human support teams. This has not only resulted in cost savings but also improved the speed and efficiency of customer support. Furthermore, the platform's ability to seamlessly integrate with Reefi's existing systems and its flexibility to align with the company's evolving technological needs have been instrumental in supporting Reefi's ambitious expansion plans. The platform's scalability is vital for achieving the company's growth objectives, including increasing the number of physical stores and venturing into other GCC countries.

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Quantitative Benefit

Chatbots now handle 85 percent of Reefi's customer support function
This has resulted in cost savings of 25 percent
Reefi aims to triple its sales with the help of Unifonic's platform

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