Case Study: Tawseel Holding Group achieves 42x ROI with Infobip

Tawseel 32x increase in ROI with conversational support via WhatsApp powered by a unified communications platform

Tawseel Holding Group, one of Kuwait’s leading eCommerce businesses, needed a mobile-first customer experience strategy to handle up to 800 daily WhatsApp messages with a small support team. The company also wanted to use WhatsApp not only for support, but to send personalized promotions and offers to drive purchases. To meet these needs, Tawseel partnered with Infobip and used its WhatsApp Business Platform capabilities.

Infobip implemented a unified conversational experience platform combining People CDP, Answers chatbot building, and Conversations contact center tools to orchestrate the journey from marketing to support. The solution enabled multilingual, personalized messaging, automated FAQ handling, and seamless agent handoff with full conversation history. The results included a 42x increase in ROI, 60,000+ personalized messages with a 62.67% open rate on one campaign, and reduced operational costs and time to resolution for Tawseel Holding Group.

Tawseel Holding Group

Karim Abu Gharieb

Director of Marketing