Case Study: Mall of Emirates achieves 25% retention and 87% reduction in response time with Engati WhatsApp chatbot

Mall of Emirates - Customer Case Study

Mall of Emirates faced growing difficulty in maintaining customer engagement and retention as the volume of incoming queries increased. To address this, Mall of Emirates partnered with Engati and deployed Engati’s WhatsApp chatbot solution to manage high query loads and streamline customer interactions.

Engati trained the chatbot on FAQs and set up smooth handovers to live agents for complex issues, delivering measurable results: a 25% retention rate, an 87% reduction in response time, 53.3% of queries answered by the bot, and a 99% resolution SLA. By using Engati’s solution, Mall of Emirates improved responsiveness and customer satisfaction while reducing agent workload.

Mall of Emirates