Infobip > 实例探究 > Carsome：通过全渠道策略优化客户服务和潜在客户开发

Carsome：通过全渠道策略优化客户服务和潜在客户开发

技术

平台即服务 (PaaS) - 应用开发平台
传感器 - 自动驾驶传感器

适用行业

汽车
电子商务

适用功能

采购
销售与市场营销

用例

对话机器人
智能停车

服务

测试与认证

关于客户

Carsome是东南亚最大的综合汽车电子商务平台，旨在实现该地区二手车行业的数字化。他们在 Nikkei-FT-Statista 2021 年亚太地区高增长公司排行榜中名列前 50 名。

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挑战

Carsome Group 希望优化其客户服务和潜在客户开发流程，但面临着未优化的客户体验、代理效率低下和未经验证的客户等挑战。

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解决方案

Carsome 实施了由实时支持提供支持的全渠道战略，包括用于自动常见问题解答的聊天机器人构建平台、用于复杂查询的数字优先联络中心、在其网站上集成实时聊天、用于个性化消息传递的 WhatsApp Business API 集成以及 SMS用于客户身份验证的 OTP 验证。

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运营影响

The implementation of an omnichannel customer experience strategy led to significant operational improvements for Carsome. The company was able to engage with customers throughout their journey and at every touchpoint through a single platform. This resulted in increased customer satisfaction due to real-time problem resolution and improved response rates. The always-on support and seamless agent takeover for complex queries led to fewer complaints and better reviews. The quality of leads improved due to friction-free verification and chatbots filtering requests before being sent to the agents to handle. The process of lead conversion was optimized by being present on the customers’ preferred channels. Furthermore, agent experience and productivity were enhanced due to keyword chatbots dealing with FAQs and simple queries. The adoption of an omnichannel customer experience strategy optimized the customer experience leading to quality leads, quicker conversions, and higher sales.

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数量效益

10% improvement in lead quality
7% increase in leads confirming appointments
Lower wait times for customers

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