Case Study: Zellbury improves customer communication and satisfaction with WATI

Wati helped Zellbury achieve an impressive 87% customer satisfaction rate on support!

Zellbury, a fashion brand in Pakistan with both online and physical stores, needed a better way to manage growing customer communication across 36 cities and international markets. After trying several chat apps and contact methods that did not retain chat history or support ongoing customer engagement, the company turned to WATI and its WhatsApp Business API.

With WATI, Zellbury streamlined customer service using chatbot automation, multi-agent access, and dashboard analytics, without needing a smartphone constantly connected to the internet. The results included 78% of conversations handled via WhatsApp, an 87% customer satisfaction rate, 8% of sales coming through WhatsApp, and a 75% increase in chats per agent.

Zellbury

Syed Waqas Pervez

Head of Ecommerce & Customer Care