Reducing Wait Times and Churn: Hero Electric’s Solution for high-intent Leads on WhatsApp
Hero Electric ended the 2022 calendar year on a high with e-scooter sales crossing the one lakh mark. One of the oldest players in the electric scooter segment, the company’s cumulative volumes have crossed over six lakh units since its inception. The majority of the EV industry depends on dealers for sales. Hero Electric wanted to reduce dependency on dealers and take charge of the sales on its own. Hero Electric joined hands with Interakt to develop a custom WhatsApp chatbot that not only answers FAQs but also helps support lead generation through product discovery, product comparison and booking a test ride.
Challenge at Hand
Hero Electric was looking for a solution capable of providing quick and efficient support to its customers, without compromising on the quality of service. By leveraging Interakt’s expertise in automation, Hero Electric was able to streamline its customer service operations, reduce call center workload, and improve lead generation.
• The custom chatbot developed by Interakt for Hero had the capability of answering product-related queries for all of Hero Electric’s Comfort Speed and City Speed vehicles.
• The custom chatbot assists customers in locating the nearest dealer/showroom, resulting in an increase in test rides and sales subsequently.
• The custom chatbot serves as a valuable tool for dealers who wish to partner with Hero Electric Vehicles. It simplifies and expedites the onboarding process for new dealers, thereby improving the overall efficiency and effectiveness of Hero Electric’s sales and distribution network.
Results
Within a year Interakt’s custom WhatsApp bot was able to generate more than 8000 quality leads. It ensures a smooth handoff between the AI and the agents. Significant improvement was seen in the first response time for routine queries such as product details, specifications and comparison. Interakt’s custom WhatsApp chatbot was able to address all of these challenges and provide Hero Electric with a comprehensive solution to their customer service needs. By leveraging Interakt’s expertise in automation, Hero Electric was able to streamline customer service operations, reduce call center workload, and improve overall customer satisfaction.
