Prime Markets
Everyday grocery convenience with a service experience measured in seconds
Overview
A Dammam-based grocery retailer with more than 40 years of retailing in the Kingdom, Prime Markets serves customers who value convenience, clarity, and everyday reliability. Its physical stores are supported by a loyalty ecosystem built around the Wafeer app, giving shoppers more reasons to stay connected beyond the checkout counter.
With Azeer, Prime Markets extends that service mindset into WhatsApp. Customers can ask for store locations, opening hours, loyalty questions, offers, and support in both Arabic and English, all through the channel they already use daily.
The Challenge
Grocery retail earns trust in small moments. A shopper wants the nearest branch. A loyalty member needs help with points. A customer wants to know whether an offer applies before making the trip. Each question may look simple, but together they define how convenient the brand feels.
Prime Markets needed a model that could answer routine requests instantly, escalate complex issues to the right team, and still support large outbound campaigns without making customers feel like they were entering a queue.
How The Operation Works
Prime Markets runs two engines in Azeer.
The first is conversational. A bilingual assistant greets customers, presents a clean self-service menu, shares nearest-store locations, promotes the Wafeer loyalty app, and routes more complex cases to Customer Care.
The second is outbound. Broadcasts reach customers in targeted waves, with campaign batches in the thousands. Replies from those broadcasts come back into the same controlled workspace, where automation and agents can keep the conversation moving.
The Impact
Prime Markets now manages hundreds of thousands of tracked conversations and tens of thousands of active contacts through one system. The account runs at Tier 3 WhatsApp capacity with a green health status, giving the team room to communicate at serious retail scale.
The strongest proof is response speed. Across 2026, the operation handled thousands of new chats and assigned conversations while the first-response trend moved sharply downward. The current-month average first response time is just 6 seconds.
For Prime Markets, that changes the role of WhatsApp. It becomes an extension of the store experience: helpful, bilingual, immediate, and capable of serving shoppers at the pace of modern grocery retail.