Automation - Enhancing Be's Operational Efficiency
50%
Delivering comprehensive efficiency in time and cost management
Success story of Modanisa with WhatsApp
Quick, convenient customer experiences in five languages are in fine style with WhatsApp Business Platform
Success story of Modanisa with WhatsApp
Quick, convenient customer experiences in five languages are in fine style with WhatsApp Business Platform
What Modanisa achieved?
When Modanisa use chatbot through WhatsApp Business Platform, one oriented around customer service and the other focused on e-commerce, the company resolved most customer questions in one transaction, cut costs of operating its call centers, and increased sales orders in less than two years.
70%
Customer inquiries resolved without a need to go to live support
55%
Of customers using the chatbot placed their first-ever orders through WhatsApp
10%
Customers engaging in the WhatsApp sales channel went on to buy at least one item
“Now, we fully resolve about 70 percent of customer inquiries through WhatsApp, without needing to escalate further or open a ticket. In less than two years, we’ve seen a 36 percent cost savings in operating the call center. With those resources freed up, we’ve deepened our focus on the quality of customer experiences.”
Challenge: Addressing customer questions in fast fashion and creating a new sales channel
As Modanisa meets increasing customer demands for chic modest clothing, the company needed a fast, cost-effective way to answer customer questions in a single interaction. Emphasizing smoother customer experiences, the company also wanted to create an ecommerce chatbot that gave shopping quicker, 24/7 convenience.
Solutions
Debuting versatile chatbots
Though roughly 68 percent of Modanisa customers engaged with the company via phone, each call center agent could only help one customer at a time. Building a customer service chatbot on WhatsApp Business Platform was as sharp as pairing a crewneck dress with a brightly colored shawl.
Solutions
24/7 shopping with Commerce catalog
Whether a customer clicks to WhatsApp on the Modanisa site or through an ad on Facebook, they automatically open a conversation on WhatsApp. The ecommerce catalog and chatbot give the ability to interact and sell more on WhatsApp
Solutions
Abandoned Cart Reminder
Convert up to 40% website abandoned cart to sale effortlessly. Prompting Reuters to name Modanisa, “the world’s most popular Islamic apparel website.
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Success story of Modanisa with WhatsApp
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Success story of Modanisa with WhatsApp
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Customer inquiries resolved without a need to go to live support
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Easily manage conversations and boost employee performance.
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