Case Study: Elaraby achieves 60% higher customer retention with Tactful Engage

Elaraby Group boosts customer retention 60% with Tactful

Elaraby Group, a Middle Eastern industrial and retail conglomerate, faced significant challenges in managing its rapidly growing volume of customer engagements while trying to uphold its reputation for excellent service. To tackle increasing support demand and high customer expectations, the company partnered with vendor Tactful and implemented their solution, Tactful Engage.

Using Tactful Engage, Elaraby deployed AI-powered chatbots to triage and autonomously handle thousands of daily customer communications. The solution integrated with their ticketing and CRM systems, providing agents with a unified dashboard and AI-assisted knowledge base to prioritize and resolve enquiries more efficiently. This transformation led to impressive results: a 60% improvement in customer retention, a 250% increase in conversions, and a 3x gain in agent productivity, all achieved through Tactful's platform.

Elaraby Group