About the Company
A well-established and leading home products retailer with over three decades of experience in the Malaysian market. It offers a wide range of furniture, electrical appliances, and consumer electronics, providing customers with a one-stop solution for their household needs. With a nationwide presence of large-format stores and an expanding online platform, it focuses on delivering affordable, aspirational home solutions. The business is also recognized for its flexible payment options, customer-centric approach, and commitment to making quality products accessible to households across the country.
Challenges
Staying ahead in terms of customer relevance is the key to long-term success. Not only to deliver great customer experiences, but also for strengthening brand presence and maintain customer loyalty. With this vision, the retailer identified several areas to improve their business:
- Staying Relevant in a Digital Era: With rapid technology growth, the retailer needed to stay relevant and deliver the best possible customer experience (CX).
- Smarter Product Discovery: Managing a wide product range required a smarter solution to help customers easily find and choose the products they desired.
- Faster FAQ Responses: Customers demanded faster responses to frequently asked questions (FAQs), but repetitive inquiries consumed significant agent time.
Results
By adopting Nubitel CX, the retailer transformed its customer interactions:
- Omnichannel Engagement: Omnichannel support via WhatsApp, Chat & Voice improved customer interactions.
- Automated FAQs: Automated FAQs enabled instant responses and reduced agent workload.
- Improved Customer Experience: Faster, more personalized service boosted satisfaction and loyalty. It’s reflecting stronger operational stability
- System Improvement: The retailer’s operational ecosystem has improved significantly compared to its state prior to implementing Nubitel CX.
With the support of Nubitel CX, this trusted retailer has significantly strengthened its customer engagement approach, ensuring loyalty, better service quality, and continued success in the years ahead.
