SuperDokan Automates Returns and Product Recommendations to Drive Higher Conversion Rates

Zipchat scales 24/7 customer support while identifying and recovering abandoned carts automatically

By implementing Zipchat, SuperDokan transitioned from manual intervention to a fully automated system that handles complex logistics like order exchanges and product discovery around the clock.

Key results

• Automated complex order exchanges, returns, and refund processes
• Secured 24/7 customer support coverage for the Lebanese market
• Implemented proactive cart abandonment recovery to capture lost sales
• Successfully integrated automated FAQ handling for delivery and order tracking
• Leveraged AI-driven product recommendations to increase average order value

Company overview

SuperDokan is a premier online shopping platform based in Lebanon, specializing in a comprehensive range of pantry staples and grocery essentials. The brand serves as a digital destination for Lebanese households seeking high-quality cooking ingredients, including oils, ghee, herbs, and spices. Their catalog is extensive, covering everything from fundamental grains like rice, pasta, and quinoa to a deep selection of canned goods, breakfast cereals, and specialized items like tahina and halawa.

Designed to simplify the daily chores of household management, SuperDokan provides a user-friendly site structure that allows customers to browse localized collections. By focusing on shelf-stable goods and pantry necessities, the brand has positioned itself as a reliable source for high-frequency purchases, ensuring that essential supplies are always accessible to its domestic and international customer base.

Industry: Grocery and Pantry Essentials
Headquarters: Lebanon
Website: View website

Why SuperDokan chose Zipchat

Before integrating Zipchat, SuperDokan relied entirely on manual human support to manage customer interactions. This traditional approach created several bottlenecks, particularly as the business scaled. The support team found themselves constantly answering repetitive inquiries regarding delivery timelines and order tracking. Furthermore, the manual model meant that support was only available during specific working hours, leaving a significant gap in service during evenings and weekends.

The primary motivation for the switch was to move beyond the limitations of manual labor. SuperDokan recognized that to increase consumer satisfaction and improve their conversion rate, they needed a solution that was always active. They sought a platform that could not only answer questions but also drive commercial outcomes like sales and product recommendations. By automating the front-line interactions, SuperDokan aimed to create a more responsive shopping environment where customers didn't have to wait for a human agent to find the right products or check their order status.

The decision to choose Zipchat was driven by the need for an all-in-one automation partner. SuperDokan required a tool that could handle the entire post-purchase lifecycle—from tracking orders to facilitating exchanges and refunds—without human intervention. This transitions the customer service department from a cost center into a proactive sales engine, allowing the brand to focus on logistics and sourcing while the AI handles the customer relationship.

Results in practice

The impact of Zipchat on SuperDokan’s operations has been most visible in the automation of the logistics lifecycle. Zipchat now manages the intricate details of order exchanges, returns, and refunds, which are typically the most time-consuming tasks for any e-commerce support team. By providing immediate answers to FAQs concerning delivery and tracking, the AI has eliminated the friction that often prevents customers from completing a purchase, leading to a measurable increase in trust and overall conversion.

One of the most effective features has been the AI’s ability to recommend products via WhatsApp. SuperDokan noted that the AI has become increasingly proficient at interpreting visual data, reading product images better than ever to suggest relevant items to shoppers. While the Lebanese market presents unique linguistic challenges—specifically with various Arabic accents and dialects—Zipchat has provided a robust framework for understanding customer intent and delivering personalized shopping experiences. This capability has been instrumental in reducing cart abandonment, as the AI can engage customers in real-time, offer discounts, and guide them back to the checkout process.

Beyond simple support, Zipchat has become a core part of SuperDokan’s sales strategy. By identifying customers who are browsing but not buying, the AI proactively intervenes to answer objections and recommend the specific pantry staples a user is looking for. This level of 24/7 engagement ensures that no sales opportunity is missed, regardless of the time of day or the complexity of the inquiry.

"Zipchat is very effective especially after the pics on WhatsApp; it's reading them better now. We switched to increase customer satisfaction rate and increase conversion rate, moving from manual human support to full automation for sales, product recommendations, and 24/7 support."

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Which specific problem did Zipchat help you solve?

- Automate order exchanges
- Returns and refunds
- Sales product recommendations 24 7 customer support
- Answer faqs like delivery tracking and orders
- Creating discounts cart abandonment

Were you using another chat solution before Zipchat? If so, which one—and what motivated you to make the switch?

Weren't using any solution before, manual human support , we switched to increase customer satisfaction rate , and increase conversion rate

How effective is Zipchat at recommending products to your customers?

Very effective especially after the pics on whatsapp , its reading them better now , however some arabic words are hard for the ai to understand due since the arabic language is a bit hard with many accents

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