The Challenge
Senheng, Malaysia's leading consumer electronics retailer with over 100 stores nationwide, recognized the need to revolutionize their digital customer experience:
- Complex Product Selection: Customers struggled to navigate through 50,000+ SKUs to find the right electronics for their needs.
- Limited Online Engagement: Website conversion rates were stagnant at 1.5%, far below industry benchmarks.
- Customer Support Overload: Call centers were overwhelmed with basic product queries, leading to long wait times.
- Missed Personalization: Generic product displays failed to match individual customer preferences and budgets.
- Competition from E-commerce: Pure online players were capturing market share with better digital experiences.
"Our customers told us they wanted the expertise of our in-store staff available online, 24/7. They needed guidance in choosing the right products, just like having a knowledgeable friend help them shop."
- Lim Kim Heng, Executive Chairman of Senheng
Key Takeaways
- Conversational AI can transform traditional retail into engaging digital experiences
- ChatCommerce bridges the gap between online convenience and in-store expertise
- Quick implementation is possible with the right technology partner
- Multilingual support is crucial for diverse customer bases
- AI-powered retail creates sustainable competitive advantages
What Our Client Says
Fylix AI delivered beyond our expectations. The ChatCommerce platform has become central to our digital strategy, driving sales and delighting customers in ways we never imagined possible.
Our customers love the convenience. They can get expert advice anytime, anywhere, in their preferred language. It's transformed how people shop for electronics.
The implementation was incredibly smooth. In just 2 months, we went from concept to a fully operational system that's now driving significant revenue.