How Spoki and WhatsApp Made Caraci Sicily Food’s Customer Service Ultra Efficient
Content
Context
Caraci Sicily Food, the e-commerce for true pistachio lovers, is a Sicilian company founded in Bronte, Italy, active since 2017. It sells high-quality local products worldwide.
The company needed to enhance its customer service by providing more precise support, especially during peak times when incoming calls reach very high numbers, most of which are inquiries about orders.
Case Study
Caraci Sicily Food installed the WooCommerce Spoki plugin on its e-commerce, enabling the sending of transactional messages related to placed orders. Thus, each purchase results in an automatic WhatsApp message with all order details and the tracking number.
Initial Objectives
The goal of Caraci Sicily Food was to make its customer service a strategic and central department in the company, to offer the best possible experience to its customers, thereby increasing their satisfaction and loyalty to the brand.
Implementation and Integration
The sending of automated transactional messages significantly reduced the number of incoming calls, as they already contained the most requested information by customers.
Results Obtained
- Reduction of incoming calls by over 60%;
- The fixed WhatsApp chat button recorded over 500 weekly interactions, reducing the page view abandonment rate by 20%;
- 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. Additionally, 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 was released because we know how important it is to communicate with our customers, and Spoki was the perfect solution for our company. It allows better management of 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), seller notifications, the ability to insert a live chat, and much more. If you really want to make the most 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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