← Back to case studies
Design partner · E-commerce · Casablanca
WhatsApp FAQ deflection for a fashion retailer
Pilot goal: answer size, shipping, and order-status questions in Arabic and French after 8pm.
Challenge
Human agents were overloaded during flash sales; French and Arabic scripts drifted apart.
Approach
Wakil Support template + WhatsApp connector; escalate refunds to a shared inbox.
Target outcome
Target outcome of the pilot: majority of after-hours FAQs answered without a human first response.
Anonymized design-partner framing — metrics finalized after pilot review.