Case Study: Foulara Tunisie - Enhancing Customer Support with Rodoud.com

Foulara is a commercial business specializing in scarves. With 39K followers on Instagram, three physical stores (Hammamet, Nabeul, and Bizerte), and seasonal stands in malls (Mall of Sousse and Mall of Tunisia), Foulara has built a strong presence. However, managing customer inquiries, orders, and complaints became increasingly difficult due to their growing popularity. The team consists of 10–15 employees, with three dedicated to online operations.

Challenges Before Rodoud.com

1. Limited Customer Support Hours

• Customer service was only available from 9 AM to 6 PM, with a 1-hour lunch break.
• Clients often had to wait until the next day for responses, leading to frustration and lost sales.

2. Missed Conversations

• With sponsored posts driving traffic, it was hard to keep up with all inquiries.
• 30% of customer messages were missed, resulting in potential lost orders.

3. Order Management Issues

• Tracking changes, cancellations, and updates manually caused confusion.
• The error rate for orders was 8%, leading to dissatisfied customers.

4. Handling Complaints

• When customers complained about delivery delays (caused by logistics partners), they often became angry, and the team struggled to de-escalate these situations.

5. Missed Opportunities for Product Advice

• Customers frequently asked for advice on how to match products, such as:

  “What color scarf would look good with a beige dress?”

• Employees often needed to take time to give personalized advice, which was a resource-intensive task. However, sometimes the client would get a nice response but hesitate or drop the conversation due to uncertainty.
• This inefficiency resulted in wasted time for employees, who might have missed out on engaging with other potential clients. This inefficiency prevented the business from fully capitalizing on all customer inquiries.

How Rodoud.com Transformed Foulara’s Operations

1. 24/7 Availability

• Rodoud.com’s AI-powered chatbot ensures that all customer inquiries are handled instantly, even outside working hours.
• Response Time Improvement: Reduced from 20 minutes to 5 seconds.

2. Automated Ticketing System

• Conversations are automatically converted into tickets for better task management.
• Ticket categories include:
  • Orders
  • Complaints
  • Human Escalations
  • Leads
• Each ticket contains all essential details like:
  • Product name and quantity
  • Customer contact info (phone, address)
  • Total amount and changes requested (e.g., color or size adjustments).

3. Personalized Advice and Product Matching

• Rodoud.com not only responds to inquiries but also provides personalized recommendations on how to match products. For example:

  A customer asks: “What color scarf would go well with my beige dress?”
  The bot responds: “Could you tell me the type of event?”
  The customer replies: “It’s for a wedding.”
  The bot suggests: “A red soirée scarf would be perfect.”

• This feature boosted the average order value by 18%, as the bot effectively encouraged customers to purchase complementary products.

4. Improved Efficiency and Accuracy

• Order Management: Employees can easily track order history, changes, and cancellations.
• Error Rate: Reduced from 8% to 2%.

5. Handling Complaints Gracefully

• Rodoud.com identifies angry clients and responds calmly and professionally, ensuring every conversation ends with a satisfied customer.
• Even in challenging cases, customers leave the interaction feeling respected and valued.

6. Scalability Without Chaos

• Rodoud.com handles multiple customer interactions simultaneously, ensuring no conversation is missed.
• Missed conversations dropped from 30% to 0%.

7. Enhancing Employee Efficiency

• Prior to Rodoud.com, during peak times, all three employees had to respond to customer inquiries, which often meant that managing deliveries and packaging became a struggle.
• With Rodoud.com, customer inquiries are handled automatically, allowing employees to focus on other critical tasks like order management, packaging, and warehouse duties.
• This allowed Rodoud.com to take the place of two employees, who could now focus on other areas of the business, increasing overall productivity and reducing pressure on the team.

Results & Metrics

Customer Testimonial

“Rodoud.com has completely transformed the way we handle customer inquiries. The AI-powered chatbot is not only fast but also incredibly accurate, which has allowed us to handle more customers without losing the personal touch. The automated ticketing system is a game-changer for our team, allowing us to manage orders and complaints more efficiently. Thanks to Rodoud.com, our customer satisfaction is through the roof, and we’re seeing a significant increase in sales. It’s a fantastic solution for our growing business!”
– Oussama Baatour – Founder of Foulara

Conclusion

By implementing Rodoud.com, Foulara transformed its customer support and operational efficiency. The AI-powered chatbot provided 24/7 availability, reduced response times, improved order accuracy, and resolved customer complaints effectively. Beyond just handling inquiries, Rodoud.com added value by offering personalized styling advice, which increased sales and customer loyalty. This case study highlights how AI-driven solutions like Rodoud.com can be a game-changer for growing ecommerce businesses.