How eXtra redefined eCommerce in Saudi Arabia with Emplifi’s Live Advisor and Live Chat solutions

With a vast catalog of products ranging from latest gadgets to essential home appliances, eXtra knew its customer base expected not just products, but personalized guidance.

The challenge was clear: How to create an engaging online shopping experience that mirrored the in-store expertise their customers valued. With Emplifi’s Live Advisor and Live Chat, eXtra turned this challenge into an opportunity, becoming a trailblazer in Saudi Arabia’s digital retail landscape and setting new standards for customer-centric innovation.

Overcoming the challenges of delivering seamless online experiences for the modern shopper

Saudi Arabia’s eCommerce market is growing rapidly, challenging retailers to engage discerning digital shoppers. For eXtra, a trusted name in electronics and home appliances, this meant enhancing their online customer journey.

“We decided to move forward with the view to provide personalized experience for our online customers and explore new opportunities,” said the Director of eCommerce for eXtra.

Shoppers often hesitated, uncertain about which product would suit their needs – whether it was the right air conditioner for their home or the latest tech device. eXtra wanted to eliminate these moments of doubt with the help of Emplifi Live Chat functionality to reduce abandoned carts and lost revenue.

As a market leader, eXtra saw creating a seamless online shopping experience not just as a necessity, but as an opportunity to deliver on their promise of quality and build lasting trust

Empowering teams with actionable insights and customer-first tools

eXtra partnership with Emplifi is a stepping stone to enhance their online customer engagement strategy. With Live Advisor and Live Chat, eXtra agents could address customer questions in real-time, offering guidance on products like home appliances and entertainment systems. This personalized approach turned hesitation into confident purchases, creating a smoother path from inquiry to conversion.

Emplifi’s advanced analytics were equally insightful. The team identified peak engagement times during mornings and lunch breaks, allowing them to optimize agent availability. Text chat emerged as the dominant channel for 90% of customers, while video and voice chat supported niche needs, aligning perfectly with customer preferences.

This partnership extended beyond immediate results to long-term transformation. Real-time insights enabled eXtra to allocate resources more effectively, improving efficiency and customer satisfaction.

Boosting conversions and fostering customer loyalty with Emplifi solutions

The integration of Emplifi’s Live Advisor and Live Chat solutions reshaped eXtra Stores’ eCommerce operations, driving measurable success. Conversations lasting over 30 seconds achieved a 9% conversion rate, while personalized recommendations boosted average order value by 126%. The immediacy of live chat also influenced buying behavior, with 62% of orders placed on the same day as a chat interaction.

Customers appreciated the quick, personalized support, which built trust and deepened their loyalty to the brand.

Emplifi’s tools also provided operational insights, enabling eXtra to analyze customer behavior, optimize staffing schedules, and ensure consistent service. The addition of native app support further expanded their reach, delivering a unified experience across platforms.

By turning customer support into a strategic advantage, eXtra Stores achieved great business results, reinforcing their position as a leader in Saudi Arabia’s eCommerce market while blending innovation, trust, and customer satisfaction into a winning strategy.