Case Study: SHEIN achieves higher agent efficiency and customer satisfaction with Sobot

SHEIN - Customer Case Study

SHEIN, a global e-commerce platform, faced the challenge of needing a comprehensive and intelligent customer contact platform. Their customer service agents struggled to efficiently support two distinct groups: merchants who sold on their platform and consumers who shopped on it.

Using the Sobot platform, SHEIN consolidated its merchant and consumer support into a single system. Sobot provided tools for outbound communication and merchant maintenance, as well as a unified contact center that integrated over 70 social media channels with multilingual support. This solution led to a 14% increase in agent response efficiency, a 26% increase in merchant CSAT, and a 22% increase in consumer CSAT.

SHEIN