Connecting and engaging with customers and potential customers on the official Whatsapp Channel.
Motorola transforms its digital information and sales channel through its virtual assistant personalizing user experiences.
59%
reduction in response times for Exclusive Technical Service users.
70%
of users successfully self-manage shipment status inquiries.
Main Features
Shipment Status
Real-time tracking of electronic purchase shipments.
Warranty Inquiry
Automatic updates on the warranty status of Motorola products.
Repair Tracking
Updates on the status of repair orders and requests.
Exclusive Experience
Unique content for Motorola Exclusive customers.
Challenge
We work with Motorola to create a conversational channel that provides customized and fast responses, facilitating information, problem resolution, and self-management for both customers and non-customers of their products and services.
The main goal of Motobot is to offer users a personalized experience in sales, post-sales, and technical service stages, with promotions and benefits tailored to the seasonal trends of the year. This centralized and automated asset is capable of:
- Promoting self-management to minimize referrals to advisors.
- Ensuring user service availability through a dynamic and agile asset.
- Guaranteeing a unique and segmented experience for each Motorola customer.
Results
Motobot, available 24/7, offers continuous support, allowing customers to resolve their queries quickly and accurately.
Since the implementation of the channel, referrals to advisors have dropped to 19%, optimizing resources and ensuring expert service with shorter wait times. Motobot’s involvement in seasonal campaigns has significantly generated new discovery and sales opportunities for products. In 2023, a quantitative analysis identified that a high percentage of referrals inquired about shipment status. By integrating with Motorola’s services, we provided automated shipment status information to users, resulting in 70% of users self-managing and a 16% reduction in referrals to advisors for this reason.
Focusing on creating personalized experiences for different customer types and improving service queues, we have enhanced the experience for Exclusive customers, reducing response times by 59%.
About the company
For 90 years, Motorola has led global innovation in mobile communications, being key in developing technologies from the first cell phone to two-way radios. Today, it combines creativity, accessibility, and quality in cutting-edge phones.
