Toyota Central Europe
Livechat & ChatBot: How Toyota Increased Sales by Automating 90% of Online Conversations
Industry
Automotive
Solution
Chatbot
Scope of Cooperation
ConsultingImplementationCoordinationHelpdesk
Client's Challenge
LiveChat was created in response to the needs of customers seeking a convenient communication channel between them and the brand online. The goal was to create a pioneering platform in the Polish automotive market that would distinguish Toyota from its competitors. The business objective was to find and utilize a new area for acquiring potential sales leads.
Solution: LiveChat & ChatBot for handling customer communication on the website
LiveChat was implemented in 2014 on Toyota's websites and its dealer stations.
It was probably the first solution of this type in the Polish market and is still the most advanced tool for online customer contact in the automotive industry.
LiveChat enables website visitors to:
- obtain basic information about the sales offer - discuss differences in model equipment, get information about car variant specifications,
- gain basic support for technical questions,
- get help with using applications and multimedia tools,
- establish contact with the sales department at an authorized dealer station that will answer specific questions in detail,
- schedule a visit to the showroom.
I recommend Oskar Wegner Sp. z o.o. as a reliable and innovative technology partner. Thanks to their knowledge and support, we implemented pioneering LiveChat and ChatBot solutions that revolutionized our online communication, increasing the number of conversations by 725% and significantly improving conversion to leads.
The professionalism, creativity, and extraordinary commitment of the Oskar Wegner team contributed to strengthening Toyota's position as a leader in modern customer service solutions in the automotive industry
Results
The high level of customer service quality and implemented savings in the communication process place Livechat in first place among such solutions in Poland. Equally important, the solution is one of the most important sales lead generation channels for Toyota.
ChatBot significantly increased Live Chat efficiency without the need to hire additional consultants and enabled 24/7 service operation.
The success of the solution led to the service being extended to include communication with premium Lexus brand customers. Currently, based on previous positive experiences, work is underway to expand the ChatBot with AI mechanisms.
+725%increase in number of conversations
over 9 years
+85%conversion rate to pre-sales leads
+80%satisfaction level
with ChatBot conversations
