Summary
ValueFirst helped Nissan Motors automate lead gen & after sales support processes with a WhatsApp powered Chatbot Solution
Challenge
The challenge was to engage mass audiences at a fast pace and provide customer support for their enquires
Objective
The objectives were: 1- Generate awareness about Nissan's products like Magnite, Kicks and engage more consumers digitally 2- Finger tip support available 24*7
Strategy
Since, the objective was to create awareness and engage consumers digitally, the teams agreed to use WhatsApp as a channel because of its incredible usage by Indian consumers. Secondly, we decided to power the conversations by an intelligent chatbot so that Nissan could automate the support process.
Data
Nissan's Market share in India have jumped from 0.55% in FY 2020 to 1.08% in FY 2021. This shift has been predominantly because of their new offerings into the market. Since the pandemic, according to a report, 7 in 10 people have shifted to digital buying & explored stuff digitally.
Solution
Seeing these numbers, it made sense for Nissan to create a digital footprint which is easily accessible to consumers & could help Nissan boost its customer engagement So, the teams at ValueFirst created a state of the art chatbot which was able handle unlimited enquiries for Nissan. Given that this was in the middle of the pandemic, it helped Nissan stay engaged with their consumers & help them with common requests like - brochure downloads, test drive booking & more.
Results
Total Chat Interactions- 1.4 Million ROI v/s Calling Ratio- 1:23
