Case Study: ELARABY Group achieves major CX gains with Tactful AI

Elaraby Group boosts first contact resolution to 92% with Tactful

Tactful AI partnered with Elaraby Group, a Middle Eastern industrial and retail powerhouse, to address challenges in managing customer communications across numerous social channels and improving key service metrics. The customer needed a solution to unify its 19 social media channels and enhance its overall customer experience.

By implementing its AI-powered customer experience platform, Tactful provided a unified workspace that integrated all communication channels. The solution delivered dramatic results, including a jump in first contact resolution from 53% to 92%, a 22% reduction in response time, and a 22% increase in customer satisfaction to approximately 80%. Tactful also helped Elaraby Group achieve a 15% growth in digital conversion rate and recover significant revenue from abandoned orders.

Elaraby Group