Zbooni’s success story: Scaling e-commerce support and automation with Trengo

Zbooni is a UAE-based company empowering businesses across the MENA region to grow through conversational commerce. By turning chats into checkouts on platforms like WhatsApp, Zbooni helps merchants—from local boutiques to online sellers—connect with customers, share product catalogues, process payments, and nurture long-lasting relationships, all via messaging.

As Zbooni’s merchant base grew, so did the complexity and volume of conversations. The challenge was clear: how could they stay responsive and personal, while scaling their support and keeping every customer journey smooth and thoughtful?

The challenge

With hundreds of merchants relying on Zbooni daily, the team faced a familiar pain: too many messages, not enough time. Every update—product tips, payment reminders, service announcements—needed to reach the right customers at the right time. Manual messaging was time-consuming, and replying to the flood of responses was overwhelming.

Siloed WhatsApp numbers for each country (UAE, Saudi Arabia, Egypt, Jordan, Hong Kong) made communication fragmented and inefficient. Zbooni needed multi-language support, 24/7 coverage, and a way to centralise all conversations.

“That disjointed setup ended up being a higher overhead than the help that it was doing. We quickly realised that all needs to be centralised in a single place.”

— Ashraf Atia, COO & Co-founder, Zbooni

The solution

Zbooni turned to Trengo, aiming to keep conversations personal but smarter, faster, and more targeted. They set up Trengo as a central hub for all customer chats, bringing WhatsApp, email, Instagram, Facebook, and live chat into one unified inbox.

Smart, event-based messaging

Zbooni created nine automated WhatsApp messages, triggered by customer actions or events—reminders, updates, or tips sent only to those who need them. No more generic blasts; every message is timely and relevant.

Guided replies and AI journeys

Four WhatsApp reply flows guide customers with templates, moving conversations forward without requiring a team member every time. For messages outside these paths, Zbooni built two AI journeys to triage incoming messages, letting the team step in only when necessary.

Trengo’s AI Agent, trained on Zbooni’s services and FAQs, answers questions quickly—even outside business hours—freeing up the team and keeping customers happy.

“We use a lot of Trengo's chatbot, AI, and journeys to start to answer some of those questions without even talking to a human being... The chatbot is now closing about 25% of all tickets that are opened.”

— Ashraf Atia

The impact

• Support efficiency: Trengo’s chatbot now closes 25% of all tickets automatically, saving agents up to an hour per day.
• Scalability: Multi-country, multi-language support handled seamlessly in a single inbox.
• Customer satisfaction: Faster, more accurate responses, and proactive notifications for merchants.
• Operational impact: Staff can focus on strategic tasks, not manual admin work.

Automating repetitive tasks—like KYC document expiry reminders—freed up valuable staff time. “That gave operational folks on my team about an hour back every day out of the 8 hours that they work. So you're talking about, you know, about a 12% return on their time.”

Scaling while keeping the personal touch

Even with automation, every customer still feels like they’re getting 1:1 attention. Zbooni’s support team operates 24/7, covering queries in English and Arabic, while Trengo’s automated journeys handle the admin work. The result? Faster responses, higher satisfaction, and scalable support across markets.

“With Trengo, we’ve found the sweet spot between automation and personal service. Our team has more time, our merchants get better support, and every customer conversation feels smoother.”

— Zbooni Team Member

Advice for e-commerce leaders

Zbooni’s experience highlights the importance of centralising communication and leveraging automation to scale support. Their advice:

• Invest in tools that centralise and automate, but don’t lose the human touch.
• Use AI journeys and guided replies to handle repetitive queries, freeing your team for high-value interactions.
• Choose solutions that deliver on their promises—Trengo’s consistent innovation and reliability made all the difference.

“If you're looking for a tool that helps you to utilise that channel more effectively and do more on it, we think Trengo is the solution that helps us do that... It allows you to do things that really a lot of people think are magic.”

— Ashraf Atia

Conclusion

Zbooni’s partnership with Trengo has enabled them to scale support, automate repetitive tasks, and deliver exceptional customer experiences across markets. For e-commerce businesses looking to centralise communications and leverage AI-powered automation, Trengo delivers on its promises.

Ready to see the results for yourself? Book a demo with Trengo today and discover how WhatsApp triggers and AI can transform your business.

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