Case Study: Reefi boosts customer engagement and retention with Unifonic

Reefi - Customer Case Study

Reefi, a leading Saudi online retailer of homewear products, had grown rapidly since launching in 2018 and building a customer base of 700,000. But its high volumes of phone and web chat inquiries were overwhelming customer service, making it difficult to respond quickly and efficiently. Reefi turned to Unifonic’s CX platform to improve customer engagement and support.

Unifonic implemented WhatsApp-centered conversational tools, including self-service chatbots and the Unifonic Agent console for seamless handoff to human agents. This helped Reefi provide 24/7 support, automate frequent questions, use WhatsApp for retention and marketing campaigns, and gain better customer insights through integrations with existing systems. The result was more efficient service, stronger customer retention, and a scalable foundation for Reefi’s expansion plans.

Reefi

Tamim Alganam

CEO