How Spoki and WhatsApp have made Caraci Sicily Food’s Customer Care super efficient

Context

Caraci Sicily Food, the e-commerce reserved 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 support, especially during peak seasons when incoming calls reach very high numbers, most of which are for order information requests.

Case study

Caraci Sicily Food has installed the WooCommerce Spoki plugin in its e-commerce, enabling transactional messages relating to orders placed. Thus, each purchase translates into an automatic message on WhatsApp with all the order details and the tracking number.

Initial Objectives

Caraci Sicily Food’s goal 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

Sending automated transactional messages has significantly reduced the number of incoming calls, already containing the information most requested by customers.

Results Obtained

Reduction of incoming calls by over 60%;
The WhatsApp fixed chat button recorded more than 500 weekly interactions, reducing the abandonment rate on page views by 20 percent;
Increased customer satisfaction through the use of the most intuitive and direct channel: WhatsApp.

Conclusion

The company plans to further integrate other Spoki features, such as marketing automation and personalization based on Brand experience. Furthermore, we report the direct testimony of Manuel Bua, Caraci Sicily Food:

“Simply extraordinary! The plugin is truly 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 has been the ideal solution for our company. It allows you to better manage the post-purchase process via WhatsApp by automatically sending the order summary and other messages. 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 customize everything. Truly exceptional. Finally, the customer service and all the staff are always present, courteous, and very talented, ready to solve any problem. Highly recommended!”

CREDITS
Company: Caraci Sicily Food

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