Founded by Mr. & Mrs Luis in 1971, Brights Hardware has expanded to over 5 franchise stores and 4 Corporate Group stores. Brights Hardware is a Western Cape based hardware chain dedicated to providing customers with great service, quality products and expert advice on all things hardware.
Challenges and Objectives
South Africa had one of the strictest lockdowns during the covid-19 pandemic. Many businesses closed as lockdowns required South Africans to stay put at home. This led to a huge increase in the demand for online shopping and convenient ways to connect businesses and customers.
WhatsApp for Business quickly became the go-to channel for many brands attempting to reach customers on their favourite application.
Brights Hardware followed this trend to keep up with growing customer needs and the reduced foot traffic due to pandemic lockdowns.
The Brights team chose the Apex Chatbot, WhatsApp Business API, and Live Chat solutions. Our chat-based software was the perfect solution to automate customer engagements while also offering human chat support.
The conversational nature of Live Chat solutions allows Brights’ sales agents to provide service quotes in real-time. Customer experience is now greatly improved because agents can provide pricing information without leaving the chat and losing the customer.
Automating common customer engagements
Brights sales support is more efficient with the use of chatbots that handle the majority of common customer queries. Viewing promotional leaflets, finding a Brights store, and automating the Brights Rewards Card sign up process have been made possible.
Using Apex’s technology and WhatsApp Business integration, Brights Hardware is able to send promotional material directly to customers on WhatsApp. Sending promotional material through the Meta-owned channel is valuable when considering that WhatsApp boasts a 99% message open rate.
Results and outcomes
Since its inception in May 2021, the Brights WhatsApp for Business account has grown WhatsApp-based sales by over 244%. The account also engagers over 40,000 messages each month.