Case Study: IKEA achieves 77% reduction in response time and 75% of queries handled via WhatsApp chatbot with Engati

How IKEA enhanced its shopping experience

IKEA sought to optimize its in-store and online shopping experience for local visitors and tourists by using channels that were widely adopted in their markets. To address this, Engati provided a WhatsApp chatbot solution tailored to the Italian market, where 83% of consumers use WhatsApp, giving IKEA a convenient, familiar touchpoint for customers.

Engati’s WhatsApp chatbot handled 75% of customer queries and delivered a 77% reduction in response time, automating customer interactions and speeding up service. By deploying Engati’s solution, IKEA improved engagement and operational efficiency while increasing self-service resolution through a high-use messaging channel.

IKEA