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Challenges

The EV car distributor in Malaysia faced operational challenges due to manual processes for handling inquiries, scheduling test drives, and managing customer data. These inefficiencies caused delays, errors like double bookings, and difficulty tracking interactions or preferences, leading to missed sales opportunities.

Without a centralized system, personalizing customer experiences was challenging, resulting in inconsistent responses and reduced customer satisfaction. The lack of tailored engagement further hindered their ability to build stronger customer relationships.

Solution

To address these challenges, we implemented an AI-powered contact centre solution combining chatbot capabilities and a centralized CRM system. The AI chatbot automates customer interactions, answering inquiries about car models and test drive availability instantly, improving satisfaction while reducing the workload on human agents. It also integrates an automated test drive scheduling system, allowing customers to book or modify appointments seamlessly, eliminating manual errors and streamlining the process.

The centralized CRM consolidates customer data, enabling real-time access to interaction history and preferences for personalized service. Additionally, the system provides data-driven insights into customer behaviour, empowering the distributor to make informed decisions on engagement strategies, sales, and marketing campaigns, enhancing overall efficiency and customer satisfaction.

AI Chatbot Solution for Efficient Customer Query Management

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