Case Study: ELARABY Group achieves 8 figures in incremental online sales with Tactful AI

Elaraby Group boosts digital sales with Tactful by recovering 20% of abandoned orders

Elaraby Group, one of the Middle East's largest retailers, faced significant challenges managing over one million customer conversations annually across 19 separate social channels. This channel overload led to high missed conversation rates, slow response times, and stressful agent scheduling, which were limiting their digital sales growth. To address this, they partnered with vendor Tactful and its AI-powered customer experience platform.

Tactful implemented a unified inbox to consolidate all 19 channels into a single workspace, featuring smart routing and AI-powered sales insights. The solution enabled Elaraby Group to achieve a 100% response rate and 61% faster response times. This resulted in an eight-figure increase in incremental online sales within the first quarter, a 40% improvement in customer satisfaction, and the recovery of 20% of abandoned orders.

Elaraby Group