Context
Caraci Sicily Food, the e-commerce for true Pistachio lovers, is a Sicilian company founded in Bronte, Italy, active since 2017. It markets local products of the highest quality all over the world.
The company needed to improve its customer care, providing more accurate customer assistance, especially during the high season when incoming calls reach very high numbers, most of them for order-related enquiries.
Case Study
Caraci Sicily Food has installed the WooCommerce Spoki plugin in its e-commerce, enabling transactional messages about orders placed. Thus each purchase results in an automatic message on WhatsApp with all the order details and tracking number.
Original Goals
Caraci Sicily Food’s objective was to make its Customer Care a strategic and central department in its company, in order to offer the best possible experience to its customers, increasing their satisfaction and loyalty to the brand.
Implementation and Integration
Transactional automated messaging significantly reduced the number of incoming calls, already containing the most requested information from customers.
Results Achieved
- Reduction of incoming calls by over 60%;
- WhatsApp fixed chat button recorded over 500 interactions per week, reducing the abandonment rate on page views by 20%;
- Increased customer satisfaction through the use of the most intuitive and direct channel: WhatsApp.
Conclusion
The company plans to further integrate other functionalities of Spoki, such as marketing automation and personalisation based on the brand experience. In addition, we report the direct testimony of Manuel Bua, Caraci Sicily Food:
“Simply amazing! The plugin is really unique, we installed it on our site as soon as it came out because we know how important it is to communicate with our customers, and Spoki was the ideal solution for our company. It allows you to better manage the post-purchase process via WhatsApp by sending the order summary and other messages automatically, it also has many other features such as abandoned cart management (very important), notifications to the seller, the ability to insert live chat and much more. If you really want to get the most out of it, you can also upgrade to the pro version and customise everything. Really outstanding. To top it off, the customer service and all the staff are always present, courteous and very smart, ready to solve any problem. Highly recommended!”
CREDITS
Company: Caraci Sicily Food
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