Car Sales Chatbot

CASE STUDY

CLIENT | SMART

INDUSTRY | AUTOMOTIVE - CUSTOMER SERVICE

DATE | 2018 - 2019

Introduction

We were tasked with implementing a state-of-the-art chatbot on the smart.com/de website. The main goal was to create a conversational solution that would transform the user experience, facilitate customer conversion, and provide round-the-clock support to visitors.

Key Objectives

The project aimed to achieve the following objectives:

• Deliver 24/7 support and information to customers, ensuring that they receive prompt assistance any time they need it.
• Create a new, user-friendly experience that allows customers to communicate with the brand effortlessly.
• Ensure that the chatbot can easily understand and adapt to customers' needs, preferences, and inquiries.
• Facilitate customer conversion by streamlining the sales process and making it more convenient for potential buyers.

Impressive Results

By April 2019, the chatbot had already made a significant impact on the smart.com website's customer interactions:

Conversion rate increased by an impressive 26%

The chatbot achieved an astounding 92% accuracy in providing answers to customer queries.

The successful implementation of the chatbot led to marked improvements in several key performance indicators:

• Test Drives: The number of customers scheduling test drives increased by 20%, showing a clear interest in experiencing the vehicles firsthand.
• Appointments: There was a 35% increase in appointments made with dealerships, indicating a surge in serious buyers.
• Car Configuration: The chatbot contributed to a 35% increase in users exploring and customizing their car options through the car configuration tool.
• Newsletter Subscriptions: The number of people subscribing to the newsletter grew by 20%, demonstrating heightened customer engagement and interest in the brand's updates and offers.

Conclusion

The implementation of the chatbot on the smart.com website has been a resounding success. By providing seamless 24/7 customer support, creating an intuitive user experience, and facilitating customer conversion, the chatbot has proven to be an invaluable asset to the smart.com team. The impressive results speak for themselves, and the chatbot continues to drive user satisfaction, engagement, and sales for the brand.