Hero Electric Ups Its Lead Generation Game with WhatsApp
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- Haptik WhatsApp Chatbot
Tech Stack
- Conversational AI
- Automation
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Automotive
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Hero Electric is one of the oldest players in the electric scooter segment, with cumulative volumes crossing over six lakh units since its inception. The company ended the 2022 calendar year on a high note, with e-scooter sales crossing the one lakh mark. Hero Electric is a significant player in the electric vehicle industry, primarily relying on dealers for sales. However, the company aimed to reduce this dependency and take more control over its sales process. By leveraging technology, Hero Electric sought to enhance its customer service operations and improve lead generation, ultimately aiming to become an industry leader in customer issue resolution.
The Challenge
Hero Electric was facing challenges in providing quick and efficient customer support without compromising service quality. The company was heavily dependent on dealers for sales, which they wanted to reduce by taking charge of sales directly. Inconsistent handling of customer issues led to longer wait times, increased customer dissatisfaction, and a high churn rate. Additionally, agents were unable to share technical diagrams and photos with customers, affecting their productivity. Establishing a reliable source of leads to reduce dependency on dealers was crucial.
The Solution
Hero Electric partnered with Haptik to develop a WhatsApp chatbot to address their challenges. The chatbot was designed to answer FAQs, support lead generation through product discovery, product comparison, and facilitate test ride bookings. The chatbot was capable of answering product-related queries for all of Hero Electric's Comfort Speed and City Speed vehicles. It also assisted customers in locating the nearest dealer/showroom, resulting in increased test rides and sales. Additionally, the chatbot served as a valuable tool for dealers wishing to partner with Hero Electric, simplifying and expediting the onboarding process for new dealers. This improved the overall efficiency and effectiveness of Hero Electric's sales and distribution network.
Operational Impact
Quantitative Benefit
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