Infobip Case Studies Farm Superstores: Operational Efficiency Boosted by 60% with WhatsApp Business Chatbot

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	Farm Superstores: Operational Efficiency Boosted by 60% with WhatsApp Business Chatbot Infobip

Farm Superstores: Operational Efficiency Boosted by 60% with WhatsApp Business Chatbot

Infobip

Applicable Industries	Agriculture Retail
Applicable Functions	Sales & Marketing
Use Cases	Chatbots Farm Monitoring & Precision Farming
Challenge	Farm Superstores, a leading retail, trading, and importing company in Saudi Arabia, was facing several challenges as it sought to expand its business. The company's customer service department was overwhelmed with calls, queries, and demands, making it increasingly difficult to provide quality support to customers. This led to a backlog of queries and longer wait times for customers. Additionally, the company lacked sufficient data on current customer behavior, making it challenging to create personalized shopping experiences. The launch of a new app led to an increase in customer queries, but the company's inability to be available on their customers’ preferred channels led to unanswered questions and a loss in leads. Farm Superstores was in need of a digital-first solution that could help them accommodate changing consumer needs and enhance its customer experience. Read More
About Customer	Farm Superstores, part of the Saudi Marketing Company, is a leading company in the fields of retail, trading, and importing in Saudi Arabia. Established in 1978, it now leads a chain of 90 branches spread across the Kingdom, with 17 mini markets serving prestigious and exclusive residential complexes. The company, which recently converted from private to public, is home to over 60,000 different products and serves a substantial portion of the Saudi market. Farm Superstores recently launched an app and loyalty program, reaching an even wider client base. Read More
Solution	To address these challenges, Farm Superstores implemented a WhatsApp Business chatbot using Infobip Answers. The chatbot was designed to answer frequently asked questions from customers and offload repetitive queries from agents. The company also used Infobip Moments to send personalized updates to customers about their latest promotions, back-in-stock items, and special offers. The reporting and analytics, along with the 360-customer view offered through Conversations, provided Farm Superstores with the insight they needed to personalize customer interactions and build loyalty. Additionally, the integration of Conversations and Answers improved the company’s agent and customer experience. Customers could now be transferred to the right agent after their query had been filtered through with the Farm Superstores chatbot, and agents had full access to the conversation history so they could carry on where they left off. Read More Log in to view content
Contents

Applicable Industries

Agriculture

Retail

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Farm Monitoring & Precision Farming

Challenge

Farm Superstores, a leading retail, trading, and importing company in Saudi Arabia, was facing several challenges as it sought to expand its business. The company's customer service department was overwhelmed with calls, queries, and demands, making it increasingly difficult to provide quality support to customers. This led to a backlog of queries and longer wait times for customers. Additionally, the company lacked sufficient data on current customer behavior, making it challenging to create personalized shopping experiences. The launch of a new app led to an increase in customer queries, but the company's inability to be available on their customers’ preferred channels led to unanswered questions and a loss in leads. Farm Superstores was in need of a digital-first solution that could help them accommodate changing consumer needs and enhance its customer experience.

About Customer

Farm Superstores, part of the Saudi Marketing Company, is a leading company in the fields of retail, trading, and importing in Saudi Arabia. Established in 1978, it now leads a chain of 90 branches spread across the Kingdom, with 17 mini markets serving prestigious and exclusive residential complexes. The company, which recently converted from private to public, is home to over 60,000 different products and serves a substantial portion of the Saudi market. Farm Superstores recently launched an app and loyalty program, reaching an even wider client base.

Solution

To address these challenges, Farm Superstores implemented a WhatsApp Business chatbot using Infobip Answers. The chatbot was designed to answer frequently asked questions from customers and offload repetitive queries from agents. The company also used Infobip Moments to send personalized updates to customers about their latest promotions, back-in-stock items, and special offers. The reporting and analytics, along with the 360-customer view offered through Conversations, provided Farm Superstores with the insight they needed to personalize customer interactions and build loyalty. Additionally, the integration of Conversations and Answers improved the company’s agent and customer experience. Customers could now be transferred to the right agent after their query had been filtered through with the Farm Superstores chatbot, and agents had full access to the conversation history so they could carry on where they left off.

Impact #1	The implementation of a WhatsApp Business chatbot created personalized experiences for Farm Superstores’ customers, enabling the retailer to provide support and updates 24/7. Leveraging WhatsApp as an all-encompassing hub of information and updates led to a reduced number of customer queries. The company also experienced increased customer engagement, satisfaction, and brand awareness. The chatbot solution not only improved the customer experience but also significantly reduced operational costs, leading to a more efficient and effective customer service operation.

Impact #1

The implementation of a WhatsApp Business chatbot created personalized experiences for Farm Superstores’ customers, enabling the retailer to provide support and updates 24/7. Leveraging WhatsApp as an all-encompassing hub of information and updates led to a reduced number of customer queries. The company also experienced increased customer engagement, satisfaction, and brand awareness. The chatbot solution not only improved the customer experience but also significantly reduced operational costs, leading to a more efficient and effective customer service operation.

Benefit #1	60% reduction in operational costs
Benefit #2	4% increase in revenue during the first three months of adoption

Benefit #1

60% reduction in operational costs

Benefit #2

4% increase in revenue during the first three months of adoption

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Overview

Farm Superstores: Operational Efficiency Boosted by 60% with WhatsApp Business Chatbot

Operational Impact

Quantitative Benefit