About Family Mall
Fashion, kids' wear and home goods, from six branches and online
Family Mall is a Saudi retailer selling women's fashion, from dresses and abayas to jalabiyas, along with kids' and newborn clothing, home furniture and household goods.
It runs six branches in Makkah, Jeddah, Madinah, Qilwah and Khamis Mushait, plus an online store on Salla that delivers to every city in Saudi Arabia within 2 to 5 working days. Shoppers can also order online and pick up at a branch.
The challenge
Customers ask everywhere, and every question is a sale
Family Mall's shoppers ask on WhatsApp, in DMs and in the comments under every post. Does this dress come in my size? How much is shipping to Abha? Where is my order? Can I pick it up from the Madinah branch?
On top of the questions, every order needed a confirmation, every abandoned cart a reminder and every pickup a heads-up. Doing all of that by hand, across six branches and an online store, was not possible.
What Mando AI does
One AI agent for every channel, plus WhatsApp automations
Mando AI connects to Family Mall's Salla store and keeps its catalog, prices and order statuses in sync. Its AI agent answers on WhatsApp and replies to comments and messages on social media in natural Saudi Arabic, and hands any complex case to the team with the full conversation attached.
Alongside the chats, Mando AI's WhatsApp automations run on their own: every new order gets a confirmation, shoppers who leave a cart get a reminder, and customers hear the moment their order is ready to pick up at the branch.
In the chat
How it sounds to a Family Mall customer
An example based on Family Mall's store and order flow.
Mando AI changed how we serve our customers. It handles most of their questions on its own, from sizes and prices to order status, and resolves about 90% of chats without our team. On WhatsApp it confirms every order, reminds shoppers about the carts they left behind, and tells them the moment their order is ready for pickup at the branch. It even replies to comments on our social media and turns those questions into sales.
Mohammad KamalCMO, Family MallThe results
What changed
| Metric | With Mando AI |
|---|---|
| Chats resolved by AI | 90% |
| First reply time | Under 1 minute |
| WhatsApp automations | Cart recovery, order confirmation, ready for pickup |
| Channels | WhatsApp and social media |
Family Mall's team now spends its time in the branches and on the cases that need a person, while Mando AI answers, follows up and sells around the clock.
