Transforming the customer service experience with Messenger
Grupo Savol is a car dealership chain based in Brazil that carries vehicles from global automakers such as Volkswagen, Toyota, Kia, Fiat, Peugeot, and Citroën.
Automated service options
Grupo Savol wanted to provide its clients with superior customer service by introducing Messenger as an easy-to-use automated solution for booking car service appointments.
A Messenger-first customer service experience
Grupo Savol partnered with automation expert smarters after taking part in a Facebook test for a Messenger-run appointment-booking feature. When the test ended, the company wanted to build and integrate an appointment-booking service into its existing automated Messenger experience.
After building the appointment-booking service, the companies worked together to create a robust customer service experience by integrating interactive voice response (IVR) to deflect calls to Grupo Savol’s Messenger, recalls, Grupo Savol’s existing customer management database, and DETRAN, a government department that regulates automobiles, into Messenger. In addition, Grupo Savol’s customer care agent teams were trained to use Messenger so that people with complex queries could easily be transferred to a live agent via a handover protocol.
The car dealership also ran an ads that click to Messenger campaign that targeted people who had recently purchased a vehicle from its showrooms to increase the number of post-sales service appointments.
By working with smarters and scaling its Messenger experience, Grupo Savol successfully provided customers with a simple and convenient way to schedule car service appointments and receive excellent customer care. It earned the following results:
- 99% of customers served with Messenger[*]
- Over 10,000 appointments booked through Messenger[*]
- 10% increase in average monthly bookings[*]
- 60% reduction in customer care operational costs [*]
- 60% increase in conversion from appointments to completed services[*]
- 98 average net promoter score (NPS) based on a survey of 1,000 participants[*]
* 2018 - 2020
“Part of smarters’ mission is to help create a future where digital interactions are increasingly natural and conversational. The results we have achieved so far with Grupo Savol prove that we are on the right track.”
“Providing excellent customer service round-the-clock, is our top priority. That’s why we chose to work with smarters and integrate Messenger across all important customer touchpoints, thus encouraging them to get in touch with us whenever they need it and providing them with more options for booking appointments. We have never imagined that we would serve 99% of our customers so efficiently using Facebook Messenger”
These are the building blocks of your Messenger experience. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.