About the Company
A well-established home products retailer with over three decades of experience in the Malaysian market, the company 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 implementing Nubitel CX, the retailer successfully transformed the way it engages with customers across digital and voice channels.
- Omnichannel Customer Engagement
Unified support across WhatsApp, Facebook, Chat, and Voice enabled more seamless and connected customer interactions.
- Automated FAQ Handling
Automated FAQ responses delivered instant answers to common inquiries, reducing manual workload for agents while improving response consistency.
- 27% Reduction in Average Handle Time
Customer responsiveness improved significantly across passive channels such as WhatsApp and Facebook Messenger. Average handling time was reduced from approximately 15 minutes to 11 minutes – a 27% improvement in efficiency and responsiveness.
- Improved Customer Experience
Faster and more personalized support experiences contributed to stronger customer satisfaction, improved engagement quality, and greater operational stability.
- Stronger Operational Ecosystem
The retailer’s customer service ecosystem became more streamlined and scalable compared to its operations prior to implementing Nubitel CX.
With the support of Nubitel CX, the retailer has strengthened its customer engagement strategy, enabling faster service delivery, stronger customer loyalty, and a more scalable foundation for long-term growth.
