Engati
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Case Study: Mall of Emirates achieves 25% customer retention and 87% faster responses with Engati's WhatsApp chatbot
A Engati Case Study
Mall of Emirates - Customer Case Study
Mall of Emirates faced growing difficulty maintaining customer engagement and retention as incoming query volumes surged. To address this, they partnered with Engati and deployed Engati’s WhatsApp solution—an FAQ-trained chatbot with seamless handover to live chat agents—to better triage and manage customer interactions.
Engati’s WhatsApp chatbot handled 52.3% of queries automatically and routed complex issues to live agents, delivering an 87% reduction in response time, a 99% Resolution SLA and a 25% increase in retention rate for Mall of Emirates.
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