How Jubin Cantik uses SleekFlow’s solution to generate quality prospects?

Jubin Cantik, a leading supplier of decorative tiles based in Malaysia, has established itself as a trusted partner for contractors and interior designers. The company offers a wide range of high-quality tiles, providing both B2B and B2C tile solutions. 

Challenges faced by the tiles supplier business

Free WhatsApp Business App lacked advanced features

Jubin Cantik initially relied on the free WhatsApp Business app to converse with leads and customers. While the app offered a basic labelling feature, it had limitations in managing contact information. Without structured customer data, agents often had to ask repetitive questions, leading to frustration for both customers and the team. 

Additionally, if a customer hadn’t saved the number Jubin Cantik was using to interact with customers, messages appeared under a random phone number instead of “Jubin Cantik.” This reduced trust and made new leads less likely to engage.

Limited support for team collaboration during staff absences

When a team member is on leave, others will take over their conversations. While WhatsApp Web allowed up to four linked devices, syncing issues caused delays—some messages failed to load, others didn’t update in real-time. Without a seamless way to collaborate, responses became inconsistent, impacting the customer experience.

Workflow gaps across multiple platforms and no oversight for performance tracking

Jubin Cantik managed WhatsApp, Instagram, and Facebook enquiries separately, requiring agents to switch between apps. This slowed response times and created inefficiencies. There's a lack of a unified system so managers struggled to monitor team performance and maintain response quality.

Jubin Cantik uses SleekFlow solution for their O2O lead generation strategy

Effective lead management and prompt replies to online enquiries are essential for driving conversions and improving the overall customer experience for a tiles business like Jubin Cantik, where customers conduct online research before purchasing in-store. 

Omnichannel inbox to manage enquiries across channels

Jubin Cantik centralises all conversations from WhatsApp, Facebook, Instagram, and their website chat widget int SleekFlow’s Omnichannel Inbox. Now, the team can log in to the unified account to view and manage all the chats across channels, ensuring no potential lead is overlooked. Additionally, team members can collaborate within chats for a more cohesive customer service experience.

Management gains full visibility into ongoing conversations, allowing them to monitor interactions. Whenever necessary, they can also leave internal notes to team members to guide responseswithout these messages being visible to customers.

Automate lead capture and nurture with Click-to-WhatsApp ads

Jubin Cantik runs Click-to-WhatsApp ads on Facebook and Instagram to promote their tiles collection. With SleekFlow’s Flow Builder, they automate the entire lead capture and engagement process. When potential customers see an ad and express interest, they can tap the “Send WhatsApp” button to initiate a conversation instantly. An automated greeting message is sent upon receiving the pre-set messages from prospects. This ensures every enquiry is acknowledged promptly, even outside business hours, keeping prospects engaged and preventing leads from going cold. 

Smarter lead management and follow-ups through workflow automation

Beyond engagement, Flow Builder automates contact labeling with key details. This includes when the lead first reached out and how they discovered Jubin Cantik, like whether they first contacted the business through an Instagram ad or another channel. Leads who haven’t made a purchase are flagged for follow-ups, allowing the sales teams to reconnect with relevant promotions. 

Meanwhile, customers who have completed installations are identified for post-sales engagement, such as gathering feedback or inviting them to participate in Jubin Cantik’s House Tour segment on YouTube.

Additionally, leads are automatically assigned to specific agents, ensuring seamless communication and personalized follow-ups. Agents can access contact details and labels directly within the chatbox, allowing them to engage potential customers with full context. 

Since implementing SleekFlow, our response time to customer inquiries has improved, and it has become easier for the sales team to assist with inquiries if the person in charge is on leave.

Hidayah Hisham

Head of Sales, Marketing and Supply Chain

Improve customer engagement with SleekFlow AI assistant

Managing a high volume of daily enquiries requires both speed and precision. SleekFlow AI streamlines responses by generating smart replies directly within the chat. For instance, when agents encounter complex enquiries, they can use the AI Smart Reply for reply suggestions to respond more efficiently while ensuring a polished customer experience.

Additionally, the AI assistant enhances response quality with real-time grammar and spelling corrections, as well as tone adjustments, ensuring every message aligns with the brand's style—all with just a click.

Driving repeat engagement through personalized Broadcasts

To maintain customer engagement, Jubin Cantik sends personalized WhatsApp broadcasts featuring promotions relevant to past interactions. For instance, customers who previously inquired about marble tiles receive tailored discount offers on those products.

If a customer does not engage with the initial broadcast, the team follows up with alternative product recommendations based on their browsing history and prior enquiries. This data-driven approach facilitates effective cross-selling and upselling, encouraging customers to explore additional tile options that align with their design preferences.

Boosting lead generation and 32% improved in operational efficiency

Since launching the Marble+ campaign with Click-to-WhatsApp ads, Jubin Cantik has captured over 2,000 social media leads in just over a month, effectively transforming ad clicks into valuable business opportunities. Beyond lead generation, the automated workflow for lead management and operations has significantly enhanced team productivity. With SleekFlow, they’ve seen a 32% increase in team efficiency when responding to customer inquiries.

About Jubin Cantik

Jubin Cantik, founded in 2016, began with wall finishes in the home decoration industry and expanded into decorative tiles in 2019 with a limited collection. Over the years, they have grown, and they now offer over 300 collections featuring a wide array of decorative tiles, colors, and styles to suit diverse preferences.

With the motto “Yang Cantik-Cantik Sahaja (The beautiful ones only),” Jubin Cantik is dedicated to delivering high-quality, versatile, and affordable tiles and mosaics. Catering to both residential and commercial customers, they strive to offer an unparalleled selection of designers, materials, and styles, all with transparent and clear pricing under one roof.