Case Study: Zbooni achieves scalable e-commerce support and automation with Trengo

Zbooni closes 25% of tickets automatically with Trengo

Zbooni, a UAE-based software company that enables conversational commerce for merchants, faced significant challenges as its merchant base grew across the MENA region. The volume and complexity of customer conversations became overwhelming, with siloed communication across multiple WhatsApp numbers for different countries. Zbooni needed a way to centralize all conversations, provide 24/7 multi-language support, and scale their operations without losing the personal touch. To address this, they turned to the vendor Trengo.

Trengo implemented a centralized omnichannel inbox to unify WhatsApp, email, and social media communications. The solution utilized Trengo's AI Agent and automated journeys to handle repetitive queries and trigger smart, event-based messages. This allowed Zbooni to automate 25% of all support tickets, saving agents up to an hour per day. The results included improved support efficiency, seamless multi-country scalability, and higher customer satisfaction, enabling Zbooni to grow while maintaining a personal service feel.

Zbooni