Back to Case studyProminent Car Dealer in WB Routes its Official Communications through TTBS-Enabled WhatsApp Business Platform for High Engagement
ShareHighlights
- Improved customer care with a personalised environment to chat with customers in real-time
- Better CRM abilities through messages personalised for specific customers and greetings on festive occasions
- Automated messages to respond to queries round-the-clock so that no one interacting with the business feels neglected
- Reliable uptime and security on a Meta-owned communication channel along with additional support offered by TTBS
- Targeted marketing campaigns backed by lucid metrics to show if messages are read, clicked, blocked or reported
Introduction
The customer is an authorised dealership of Hyundai Motors with showrooms and service centres in Kolkata and Hooghly. It serves thousands of vehicle owners who use the Korean automotive company’s cars/SUVs and has earned positive reviews for their customer service.
Known for facilitating courteous test-drives, explaining car features in detail to interested buyers, assisting in car finance and insurance from trusted banks and NBFCs, the agency has positioned its brand effectively in the regional market. Car owners were also appreciative of their servicing standards and response for roadside assistance.
The enterprise connected with its customers via phone calls and SMS solutions, informing them on new offers, scheduled car servicing, due insurance premiums, and other services. It was keen on improving the customer experience further by channelling its regular communications and marketing campaigns through WhatsApp – one of the top messaging platforms used by individuals and businesses across India.
Instead of subscribing to the usual WhatsApp Business account, it checked the features that Tata Tele Business Services (TTBS) offers with its Smartflo WhatsApp for Business Suite – a hybrid communication channel that optimises text, voice and video-based interactions between enterprises and their customers. The ease of getting the account configured and post-deployment technical support by a team experienced in information and communication technology (ICT) solutions were the key factors that encouraged the customer to take the service from TTBS rather than handling the task on its own.
Business Challenges
Maintaining courteous and personalised relationships with the customers was a priority for the car dealership. It aimed to provide them the best of experiences through sales and servicing. The agency also wanted to be a single point of contact for all queries related to the Hyundai models it sold. To assist new buyers in booking cars, getting loans where required, and send service or insurance renewal reminders to existing customers, the company needed an integrated digital platform. It had planned to use the same for its marketing campaigns.
The existing initiatives for customer support and promotional activities were divided between phone and text messages. To address the weaknesses of this system and own a better channel for digital services, the organisation sought:
- A facility allowing customers/leads to ask specific questions, provide feedback, and connect to human agents when essential
- Ease of keeping backups of critical conversations for reference and business insights
- Resilient security of business communications
By switching over to an official WhatsApp Business account, the client also looked forward to acquiring the official green tick mark provided by Meta to distinguish verified business profiles.
TTBS Solution
We provided TTBS-enabled WhatsApp Business Platform on a contact number it had been using for day-to-day communications. Our solution architect took special care to ensure that the client had all the features needed to serve the customers of a trusted car dealership.
The business account became a hybrid communication channel for both automated and manually controlled messages. The company could use it to send texts, invoice files, interactive messages and other files required by its customers. It also became a medium to send personalised greetings on festivals and birthdays.
TTBS-enabled WhatsApp Business Platform met the expectations that the organisation had specified earlier:
- On initiating a chat on the given business contact number, the customers received t a menu of queries that would direct them to the answers they were looking for
- Customers could also rate the company’s services and provide feedback via the WhatsApp number
- The business simply needed to tap into the ‘Settings’ of the account and backup all the conversations to cloud or to a local drive.
- With end-to-end encryption, multiple layers of security, and ease of blocking spam senders, the company could ensure that its account was being used professionally and unauthorised personnel could not track its interactions with customers
The TTBS-enabled WhatsApp Business Platform came with the green tick that the company needed. It helped car buyers to interact confidently with the organisation as the veracity of the account was already authenticated.
