20/10/2021

How did BOTRR Chatbot Agency improve a 3hr FB response time down to 1 sec?

Case Study: How did BOTRR Chatbot Agency improve a 3hr FB response time down to 1 sec?

Swee Seng Group is an automotive company that has been in Singapore since 1988. In the automotive sector, the company has provided services such as sales, aftersales, and financing.

The company has a strong team of professionals with experience in the automotive business. They are committed to providing the best automotive solutions and to making their clients happy at all times. The company is also constantly striving to bring new automotive products and services to the market in order to stay ahead of the competition.

With more than 30 years of experience in the automotive business, the company’s team is able to provide the best automotive solutions for its clients.

To be the best in the automotive space in Singapore, the company is always looking for ways to innovate, to get new clients and to be the best in the industry.

Swee Seng Group has been running campaigns on different channels, and one of those channels is Facebook. The challenge they were facing with the Facebook messenger ad was that they didn’t have a dedicated person to handle the replies.

Dedicated customer support is often costly, and the person must be knowledgeable enough about cars to be able to explain the product. This is the reason that Swee Seng Group let their sales consultants handle the enquiries.

It was good at first, but when the number of lead enquiries increased, almost all of their sales agents were either engaged in assisting customers in person or on the phone, or directly messaging clients on Whatsapp.

The problem is that they are not always available. They are out in the field, working with clients, so the Swee Seng Group needed a solution where their customers could send their enquiries and get them answered.

So their response time in replying to customers in Facebook messenger enquiries started to rise and went to almost 3hrs, which is way too long.

When BOTRR Chatbot Agency reached out to them, their sales consultant team lead said that:

“We are also having problems with properly assigning the leads to our sales consultants, and they end up arguing about who should handle the customers. It can sometimes cause fighting between who should take the incoming leads because there’s no proper counting and assigning.”

He also told me that when the sales consultant wants to get the client’s information, they have to scroll up and down to search for it and it’s a very manual and tedious job to do.

This is a big problem for most of the companies who run Facebook ads because the shared inbox has no option to manage leads and data extraction. Not just in the car industry, this is also common in real estate and other companies that have multiple sales agents.

This type of problem is where BOTRR Chatbot Agency can help; we specialise in creating bot applications that solve problems and automate repetitive tasks.

BOTRR Chatbot Agency

So in Swee Seng Group’s case, I gathered all the feedback from their sales consultant and went to the drawing board to design the flow. I presented the BOTRR Car Dealer bot solution to their Sales Director and Sales Team and they liked it very much.

Then I started gathering information on their frequently asked questions (FAQ’s) and created a flow so the chatbot could understand and deliver the right response.

After almost 2 weeks, we then soft-launched the chatbot to test how  users would respond to the bot. The users are engaging and when they ask very technical questions, the chatbot will handover the customer to the assigned sales agent.

The chatbot also automates the assignment of customers to the sales consultant, so the agents are very happy and no longer fight over which customer they should be talking to.

Aside from that, the chatbot also logs the assigned agents to a spreadsheet so the sales team leader can check and verify the record. It also logs details about customers like Facebook names and contact information for agents.

We also made it easy for the sales team lead to change the product information such as car photos, price and details by just using a spreadsheet.

After running the chatbot for 1 month, Facebook updated the page response time from “Typically replies within a few hours” to “Very Responsive”.

The Facebook messenger insights improved from 2hrs 41mins to 0hrs 0mins; that’s instant reply.

The leads are all logged to spreadsheet and sales agents get notifications.

Swee Seng Group is very happy that we helped them fix the problem and of course we are grateful at BOTRR Chatbot Agency to be able to help them. At BOTRR, we are always ready to  solve take on these kinds of challenges and we are glad to be of great help.

We continue to monitor and improve the bot and train it to respond to different queries.

If you have similar problems like Swee Seng Group, we are happy to help you solve the problem. You can email us directly at [email protected], WhatsApp or Book a FREE 30 min consultation with us.

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