Public Gold was getting more and more customer questions every day, from order updates to payments and gold investment services. These messages were coming in from different channels at the same time, which made it hard for the support team to keep up.
A lot of time was going into answering the same questions, and customers often had to wait longer than expected.
To solve this, the company brought everything into one system using REVE Chat and added automation for routine queries. This case study shows how that change helped reduce manual work, improve response time, and make customer support smoother for both the team and customers.
Public Gold is a Malaysian gold trading company that allows individuals to buy, sell, and invest in physical gold. The company offers a range of products and services, including gold bars, coins, savings plans, and Islamic financing options like Ar-Rahnu and the Gold Accumulation Program. Public Gold serves a wide base of customers, from first-time buyers to long-term investors, through its website, WhatsApp, and Facebook channels.
Before using REVE Chat, Public Gold faced several customer support problems.
Customers regularly asked about the status of their gold orders. Many wanted to know if their orders were processed, shipped, or delayed. Some reported missing order information. These queries came in large numbers every day and required agents to check backend systems each time, which slowed the process down.
Many customers asked about their payment plans, monthly installment breakdowns, and transaction issues. Some reported problems with payment gateways or missed payments. These questions were time-consuming and required agents to pull up account information manually.
Public Gold’s Islamic gold financing services, Ar-Rahnu and the Gold Accumulation Program, attracted a lot of interest. But many customers did not fully understand how these services worked. They also needed help scheduling withdrawals and settlement appointments. Agents had to explain the same information repeatedly.
When Public Gold ran promotions, campaigns, or referral programs, the interest from potential buyers spiked. There was no structured way to capture leads or route interested users to sign-up flows. Many potential customers dropped off before completing registration.
Customers were reaching Public Gold through the website, WhatsApp, and Facebook. Agents had to switch between these platforms to respond, which created delays and made conversations harder to track.
To bring order to this situation, Public Gold implemented REVE Chat with a full setup that included the chatbot, live chat, ticketing, canned messages, chat tags, auto triggers, and API configuration.
All three communication channels, such as website, WhatsApp, and Facebook, were connected to one unified dashboard. Agents no longer had to jump between platforms.
A chatbot was used to take care of routine questions. Customers could check their order status, report missing details, or cancel pending orders without waiting for an agent. Payment questions like installment details or transaction issues were also handled instantly. For services like Ar-Rahnu and GAP, customers could learn the process and book appointments on their own. It also guided users on how to buy gold and check product availability.
When someone spent time on a page, they would get a helpful message based on what they were looking at. This helped answer questions early and kept more visitors engaged.
The team used ready-made replies for common questions, which saved time and kept answers consistent. Chats were also tagged based on topics like orders or payments, so follow-ups were easier to manage.
Working hours were clearly shown. When the team was offline, the chatbot still collected customer details and handled basic requests so nothing was missed.
If the chatbot could not solve a problem, it created a support ticket automatically. The agent then picked it up with all the details already included, so customers did not have to explain everything again.
The system was connected to internal data, so order and payment details could be shown instantly. This helped customers get accurate answers without delays.
As Public Gold’s customer base grew, so did the number of daily questions about orders, payments, and financing. Managing everything across different channels became harder for the team. With REVE Chat, they brought all support into one place and automated common queries for quicker responses.
The chatbot started handling most common questions on its own. This reduced the load on the support team. Agents did not have to repeat the same answers. They could focus on more complex issues that needed human support.
Customers got answers without waiting. Order updates, payment details, and service information were available right away. This also worked outside business hours. Customers could get help whenever they needed it.
Auto triggers and lead flows helped guide visitors during campaigns. Interested users were not left without direction. More people completed sign-ups. Referral programs also ran with less manual work.
When a case reached an agent, they could see the full chat history. Tags and tickets showed what had already been discussed. Customers did not need to repeat their issue. Agents could respond with more clarity.
All messages from the website, WhatsApp, and Facebook came into one system. The team did not need to switch between platforms. It was easier to track and manage conversations in one place.
Public Gold plans to expand the chatbot’s capabilities so it can handle an even wider range of queries without agent involvement. The team also wants to improve proactive support, reaching out to customers before they need to ask, based on their account activity or purchase history.
Public Gold needed a way to handle a growing volume of customer queries across multiple channels without overloading their support team.
By using REVE Chat’s chatbot, live chat, ticketing, auto triggers, and unified inbox, the company built a support system that handles routine queries automatically and routes complex ones to the right agents. Customers get faster, more consistent service. The team spends less time on repetitive tasks and more time solving problems that actually need their attention.
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