Summary
The party companion on WhatsApp! Buying stuff on WhatsApp is super easy & with this solution, JBL empowered its customers to buy their awesome stuff with ease.
Challenge
Rising digital adoption among consumers and the effects of lockdown made it necessary for consumer-facing brands to be accessible to its customers at all times. The challenge was to - ensure 24*7 availability - reduce TAT for solving their queries - build top of the mind brand recall
Objective
Increasing consumer engagement and showing up for consumers are metrics each brand cares about. Harman International onboarded ValueFirst to create a virtual experience for customers to have one single point of conversations for everything JBL
Strategy
With an idea to reach multiple customers in one go, WhatsApp emerged as the best choice given its possibility to integrate as a chatbot and provide a scalable as well as cost-effective solution.
Data
WhatsApp being a house hold channel and its ability to reach millions gave us the visibility of where to host our solution.
Solution
We created a human-like chatbot on WhatsApp that would put forward JBL's brand language and design in a native manner. The chatbot listed various products with an option to download brochure and if interested, to book an appointment to the nearest experience center. The ease of exploring & buying led consumers into the purchasing funnel & eventually led to increase in sales.
Results
The WhatsApp-based Chatbot has checked over 1 Million complaint resolutions, completed 25,000 Warranty Upsells, and 100,000 self-serve query resolutions.