After using Woztell, Caetano Retail Spain managed to improve the response time of WhatsApp messages, improved their response time from 11 minutes to 4 minutes.
Company size: +1,600 employees
Feature: WhatsApp chatbot
Caetano Retail has a geographic presence that extends throughout the national territory. They are a group of official car dealers that currently represent 14 brands in Spain
Description of the company:
Caetano Retail has a geographic presence that extends throughout the national territory. They are a group of official car dealers representing 14 brands in Spain: BMW, BMW i, BMW Motorrad, Dacia, Kia, Mercedes-Benz, MINI, Peugeot, Nissan, Renault, Smart, and Honda Official Service.
They also have a brand dedicated to selling used and pre-owned vehicles: CarPlus (www.carplus.es).
Caetano Retail España totals more than 50 points of sale and assistance in Spain, with more than 200,000 customers a year. They sell more than 30,000 cars yearly and have 1,600 employees that provide service with the highest quality standards.
Lack of control over agent conversations, affecting communication with their clients.
Before using Woztell, Caetano Retail Spain answered messages manually, and often they were the same questions over and over again.
They could not assign conversations to their agents. This made the agents spend a lot of time doing it manually.
It was also challenging for managers to see how many messages their agents were answering and if they answered them in less than 5 minutes.
For Caetano Retail Spain, it was essential for their customers to receive the answer to their initial questions in less than 5 minutes!
They were facing a significant challenge, as they were receiving many WhatsApp messages, and sometimes it was impossible to reply to all of them, which affected their quality of customer service and represented considerable losses in sales.
Their customers, sometimes having to wait hours for an answer, got tired of waiting and went to the competition.
What was the solution?
Unified communication, more traceability of WhatsApp conversations
After using Woztell, Caetano Retail Spain improved the response time of WhatsApp messages.
Their agents used templates to answer their customers’ initial questions, allowing them to focus on customers interested in buying. They drastically improved their response time from 11 minutes to 4 minutes.
They dramatically reduced purchase time.
In addition, team supervisors could see the messages their agents were exchanging with customers and were able to generate reports to measure monthly sales.