Case Study: Madar achieves 24/7 customer support and higher inquiry volumes with CEQUENS WhatsApp Business and Chat

Seamless customer support with CEQUENS communications platform

Madar, a major construction materials company in the GCC, faced a significant customer support challenge. With only one agent handling thousands of daily inquiries, client waiting times were exorbitant. The company needed a cost-effective and reliable solution from CEQUENS to provide 24/7 communication for both new and existing customers.

CEQUENS implemented a WhatsApp for Business chatbot solution. This platform handled routine queries and seamlessly transferred complex issues to live agents. The results were substantial: Madar's support team grew by 500% to five agents with no extra infrastructure cost, and they now engage in 6,000-7,000 new customer conversations monthly, greatly enhancing client satisfaction.

Madar

Ayman Shamout

CEO