Sophos has long been a cultural hub in Guatemala, offering more than just books—it’s a place where passionate readers gather, cultural events take place, and a cozy café serves as a community cornerstone. Embracing digital transformation, Sophos implemented the Reach platform to extend its renowned consultative sales experience into the digital realm.

By leveraging Reach, Sophos seamlessly integrated customer interactions across Instagram, Facebook, and WhatsApp, effectively replicating the personalized service that patrons value in their physical store. This conversational commerce strategy enabled Sophos to efficiently handle customer inquiries, provide tailored recommendations, and complete sales directly on these digital platforms.

The outcome of this digital integration has been a significant increase in online sales and an expansion of Sophos’s delivery services. By mirroring the rich, consultative shopping experience online that customers have come to expect in-store, Sophos has not only strengthened its market presence but also enhanced customer satisfaction. This case study exemplifies the transformative power of Reach in modernizing commerce and enriching the customer journey in the literary sector.