How ŠKODA UK increased their online sales leads and improved online customer engagement
Škoda Auto, more commonly known as Škoda, is a Czech automobile manufacturer, wholly owned subsidiary of the Volkswagen Group. Škoda Auto is one of the largest car manufacturers in Central Europe and as of August 2016, Škoda was being sold in 102 countries. The brand's car models include their best-selling car Škoda Octavia and their latest SUV Škoda Kodiaq.
Automotive brands today are dealing with the changing expectations of millennials and other on-trend customers who are looking for other ways of buying a car and a better online customer experience. ŠKODA UK was looking to increase their online sales leads and improve how they connect with their customers while they shop or research online on multiple devices. The latter is especially important as Autotrader’s Car Buyer of the Future Study revealed that 42% of car buyers today use multiple devices to shop for a car and this number will increase to 80% by 2020. Online research, online deal-building and the desire to begin the financial process online have become the new standards in automotive and ŠKODA UK was eager to start interactions with customers earlier in the decision making journey and to do this online.
The brand launched their new car, the ŠKODA Kodiaq, supported by the Digital Showroom, powered by Whisbi, to enhance the customer experience through the website. By visiting the applicable web pages a chatbox message automatically appears in the bottom corner. If the web visitor would like to see the car live and talk to a product Host, they can be quickly connected to one, by entering their phone number or calling the provided ŠKODA UK agent number.
ŠKODA UK was able to achieve great results by implementing Whisbi’s conversational commerce solution on their website! An astonishing 40% of online visitors interacting with the online agent ended up agreeing to a successful call outcome, either a test drive request, contact from a retailer or being added to the marketing database. What is more, out of the total number of live sessions with the Product Hosts with a successful outcome, 71% of these were for a test drive request at the customers’ preferred retailer and the sales success out of those test drives was a whooping 29%!
This new innovative way of interacting with customers also helped the brand to differentiate from its competitors by offering engaging online customer experience, which ultimately helped them to better meet customers needs.
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