MOG WhatsApp Bot: Instant Support, Anytime

Client

MOG Group – A leading optical retail chain in Malaysia.

Challenge

MOG wanted to improve real-time customer engagement without overloading their customer service teams. With multiple branches and services (appointments, loyalty, signups), customers often needed quick assistance but faced friction in navigating websites or waiting for agent responses.

Solution

Fireworks implemented a custom WhatsApp bot integrated into the MOG iCare4U ecosystem and website. The bot provides instant, automated assistance while still connecting users to live agents when necessary.

Key Features:

◾Smart Greeting: Pops up with “Hi, how can I help you?” to initiate natural interaction.

◾Login & Signup Support: Guides users through account access and registration.

◾Appointment Booking: Assists with scheduling directly via chat.

◾Branch Locator: Connects customers to their nearest MOG outlet.

◾Agent Handoff: Transfers complex queries to a human agent seamlessly.

◾Information Hub: Provides quick answers on services, promotions, and loyalty benefits.

Results

◾Faster Response Times: Customers get instant answers without waiting for staff.

◾Improved Efficiency: Routine queries automated, freeing agents for high-value interactions.

◾Higher Conversion: Easy appointment booking and login assistance reduce drop-offs.

◾Stronger Customer Experience: A conversational, always-on channel that feels personal.

Conclusion

The WhatsApp bot developed by Fireworks for MOG iCare4U transformed customer interactions from static to conversational. By automating repetitive tasks while enabling seamless escalation to agents, the bot enhanced customer satisfaction, operational efficiency, and brand accessibility—a scalable model for modern retail engagement.