Selling Cars on WhatsApp

The COVID-19 pandemic hit the world quite hard. The automobile industry was one of the hardest hit industries. The lockdown resulting in shutting down of production at original equipment manufacturers (OEM). The entire value chain was disrupted. Some businesses in fact, posted net zero sales for over four straight weeks.

Things were different at Nissan Motors India. Digital Transformation was taking its pace and 2020 had just seen the launch of its lates models- Kicks and Magnite.

Together we set out on a mission to accelerate digital even more. Using WhatsApp as the main channel, we integrated an AI-Chatbot. The focus was on:

• establishing constant engagement with consumers
• being always and easily accessible
• understand consumer behaviour and choice
• be multi-lingual

The integrated chatbot solution enabled customers to:

1. Enquire about new cars and download brochure and other rich media
2. Book a test drive with the nearest dealer (pin code)
3. Book post-purchase service requests
4. Track the delivery of their Nissan cars

With the reach of WhatsApp, the solution has been able to do over 2 Million transactions resulting in over 140,000 enquiries and over 60,000 service bookings in under 12 months.