As one of the largest construction materials companies in the GCC, Saudi-Based Madar was unable to accommodate the thousands of inquiries they received around the clock. And, with only one agent to handle queries, customers’ waiting time reached an all-time high, with some clients never being able to reach the company. Additionally, new customers had no way of communicating with the company to access general information and learn more about Madar’s product offerings and services.
Madar was in need of a cost-effective, reliable, and secure solution that would enable their clients to communicate with them 24/7 and resolve their issues in a fast and reliable way.
Providing instant and exceptional customer support around the clock with WhatsApp for Business and CEQUENS Chat
The company chose to deploy CEUQENS’s chatbot solution over WhatsApp to provide customers with information about Madar including nearest branch location, FAQs, and the company profile.
For customers requiring information, CEQUENS’s chatbot solution rapidly and seamlessly transferred them to a live agent, enhancing the quality of the customer journey.
Rapid business growth coupled with higher client satisfaction rates
500% Increase in Agent Team Size
With customers preferring to reach out to Madar via CEQUENS’s multi-chat solution for support and updates, Madar was able to scale their customer care team from one agent to five agents with no additional infrastructure cost, enabling them to accommodate a higher volume of customer inquiries.
6,000-7,000 New Monthly Conversations
Through CEQUENS’s WhatsApp for Business, Madar witnessed a rapid influx of new customer traffic, with an average of 6,500 new customers contacting the company with product inquiries on a monthly basis.
“As pioneers in the industry, we are happy to have found a partner like CEQUENS to help us realize our digital transformation vision. Through CEQUENS’s multi-channel communication solutions we were able to engage with our customers across their channel of preference, providing them with a convenient and reliable suite of solutions to deal with queries, pricing, delivery, and complaints. The volume of activity is something we are especially proud of and we look forward to working on more marketing strategies with solutions to convert a wider segment of our target market to fully engaged customers online.”
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Ayman Shamout, CEO Madar |
Madar is a Saudi-based company that was established under the umbrella of Al Fozan Holdings, with a focus on meeting the ever-increasing demand for building materials in the region.
Since its inception, the company's founders have insisted on maintaining the highest standards of quality. As a result of that commitment, today they are a dynamic force in regional markets and are among the largest traders of wood, steel, metals, insulation, hardware, and electrical materials in the Gulf region.
ISO-certified and guided by a strong corporate philosophy, Madar aims to continually introduce better products and improved services enhance industry standards and the well-being of society.