Case Study: ZATCA enhances customer experience with XEBO.ai

Helping ZATCA enhance their Customer Experience

ZATCA (the Zakat, Tax and Customs Authority of Saudi Arabia) faced a significant challenge in understanding customer and taxpayer experience due to the lack of a centralized feedback system. Each of their service channels used its own separate survey, preventing unified analysis. ZATCA required an on-premise solution from XEBO.ai to integrate all feedback channels, capture multilingual and omnichannel responses, and perform advanced analytics and sentiment analysis on the data.

XEBO.ai's Survey2Connect platform provided ZATCA with a centralized, on-premise Voice of the Customer program. The solution integrated all their channels, enabling the collection and real-time analysis of feedback from both digital and offline sources. This implementation yielded substantial results, including a 25% reduction in ticket response time for dissatisfied customers, a significant decrease in operational costs, and the collection of approximately 100,000 survey responses.

ZATCA