Farm Superstores Reduces Operational Costs by 60% with a WhatsApp Business Chatbot
AMMAN, JORDAN / AGILITYPR.NEWS / January 27, 2022 / Farm Superstores/Saudi Marketing Company, one of the leading companies in the fields of retail, trading, and importing in Saudi Arabia, wanted to expand its business. However, the company was experiencing an overloaded customer service department. With all calls, queries, and demands directed towards the customer service department, it became increasingly difficult to provide customers with quality support. The backlog also led to longer customer wait times.
Additionally, gathering data to create more personalized shopping experiences for their consumers became increasingly challenging. Farm Superstores needed an integrated AI system that could help with data consolidation and analysis.
Farm Superstores was looking for digital-first solutions that would help them accommodate changing consumer needs and enhance its customer experience and opted to create personalized experiences. To enhance its customer experience and offer around-the-clock support, Farm Superstores implemented a WhatsApp Business chatbot using Infobip Answers. The chatbot is set up to answer frequently asked questions from customers and to offload repetitive queries from agents.
The retail company also uses Infobip Conversations to send personalized updates that engage customers with messages about their latest promotions, back-in-stock items, and special offers. The reporting and analytics, along with the 360-customer view, offered through Conversations give Farm Superstores the insight they need to personalize customer interactions and build loyalty.
Implementing a WhatsApp Business chatbot helped create personalized experiences for Farm Superstores’ customers, enabling the retailer to provide support and updates 24/7. Farm Superstores all experienced a reduced number of customer queries and a 60% reduction in operational costs.
About Us
About Farm Superstores
Saudi Marketing Company is one of the leading companies in the fields of retail, trading, and importing in Saudi Arabia. It was established in 1978 with its very first chain “Farm Superstores”, which is located in Dammam, Eastern Province of Saudi Arabia. SAMCO now leads a chain of 90 branches spread across the Kingdom while having 17 mini markets serving prestigious and exclusive residential complexes, with plans to further expand its stores. Home to over 60,000 different products and serving a substantial portion of the Saudi market, the company recently converted from private to public (IPO). Farm Superstores also recently launched an app and loyalty program, reaching an even wider client base.
About Infobip
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
- Recent accolades include: Infobip Recognised as The Established Leader in Juniper’s Competitor Leaderboard for CPaaS, 2021
- Infobip ranked leading service provider in the mobile messaging space by Juniper Research in its new Competitor Leaderboard, 2021
- Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021).
- Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report 2021
- Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards
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