Hero Electric Ups Its Lead Generation Game with WhatsApp

Overview

Hero Electric ended the 2022 calendar year on a high with e-scooter sales crossing the one lakh mark. One of the oldest players in the electric scooter segment, the company’s cumulative volumes have crossed over six lakh units since inception. Majority of the EV industry depends on dealers for sales. Hero Electric wanted to reduce dependency on dealers and take charge of the sales on its own. Hero Electric joined hands with Haptik to develop a WhatsApp chatbot that not only answers FAQs but also helps support lead generation through product discovery, product comparison and book a test ride.

Challenge at Hand

Hero electric was looking for a solution capable of providing quick and efficient support to its customers, without compromising on the quality of service. By leveraging Haptik's expertise in conversational AI and automation, Hero Electric was able to streamline its customer service operations, reduce call center workload, and improve lead generation.

• The inconsistent handling of customer issues resulted in longer wait times, increased customer dissatisfaction, and ultimately, a high churn rate.

• Agents were unable to share technical diagrams and photos with customers, which affected their productivity.

• It was important to establish a reliable source of leads that could reduce the dependency on dealers for lead generation.

How Haptik Offered a Solution

Hero Electric aimed to become an industry leader in customer issue resolution and hence leveraged WhatsApp as a conversation platform. Hero Electric partnered with Haptik to develop a platform that would promote test rides thereby boosting sales.

• The chatbot was developed with the capability of answering product-related queries for all of Hero Electric's Comfort Speed and City Speed vehicles.

• The chatbot assists customers in locating the nearest dealer/showroom, resulting in an increase in test rides and sales subsequently.

• The chatbot serves as a valuable tool for dealers who wish to partner with Hero Electric Vehicles. It simplifies and expedites the onboarding process for new dealers, thereby improving the overall efficiency and effectiveness of Hero Electric's sales and distribution network.

Results

Within a year Haptik’s WhatsApp bot was able to generate more 8000 quality leads. The chatbot ensures a smooth handoff between the AI and the agents. Significant improvement was seen in first response time for routine queries such as product details, specification and comparison. Haptik's WhatsApp chatbot was able to address all of these challenges and provide Hero Electric with a comprehensive solution to their customer service needs. By leveraging Haptik's expertise in conversational AI and automation, Hero Electric was able to streamline customer service operations, reduce call center workload, and improve overall customer satisfaction.