The company has increased automation by getting most customers to buy directly via chat and decreasing phone calls.

What did Lexus need?

Promoting Lexus’ Branding Strategy

To act jointly with the brand’s marketing strategy and promote the hero message “Be Your True Self” cohesively, we have created a chatbot campaign to invite drivers to explore the NX color combination that represents their true identity.

What was the solution?

Chatbot Campaign to Match Answers to Personality Traits

Drivers will go through a set of interesting questions to find out their “true self”. Chatbot will suggest a NX color match based on the answers they have selected and explain in details their personality result.

What did Lexus need?

Customer support and better organization

The client was looking for a solution to provide fast and organized customer service. They had a heavy workload that consumed a lot of their agents’ time and did not allow them to focus on their main functions as sales team.

What was the solution?

A chatbot catered to the needs of the users

The chatbot will guide users through the journey with choices and lead them to various pre-defined paths. Once the chatbot can identify their interests, such as booking for a test drive and asking for a price plan, it will automatically create a ticket and alert the sales team on another messaging app. The sales team can then communicate with the users with this cross-app live chat capability.