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How an automotive leasing brand uses The Chat Shop’s Conversational Marketing solution for engaging with customers and scaling quality lead generation.
chats converted to qualified leads
CSAT in chat
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Hitachi Capital Vehicle Solutions have over 30 years of experience in automotive leasing. Part of the Hitachi global brand, the vehicle solutions team is as passionate about cars as they are about delivering the best experience and products to their customers. Recognised as an industry leader in this space - they are one of the fastest growing leasing companies in the UK. The brand stands out for its customer-first approach by placing the customer at the heart of everything they do.
Convert website traffic into qualified leads to grow their leasing offerings for SME and personal customers
Hitachi Capital Vehicle Solutions wanted to grow their leasing offerings for SME and personal customers to match their established fleet leasing programme. Therefore, they carefully planned their digital marketing drive to target young companies and customers, executed with the perfect SEO and PPC campaigns. However, Hitachi realised new visitors landing on the site weren’t converting into request quotes.
The brand needed a proactive approach to lead generation - helping visitors that land on the site to fully engage, supporting and guiding them on their digital journey.
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A data-driven strategy for lead generation backed by conversational engagement
Hitachi Capital Vehicle Solutions needed a partner that would protect their company essence and adopt their customer-first approach while simultaneously boosting their marketing efforts to convert visitors onsite.
They found what they needed in The Chat Shop’s Conversational Marketing solution, providing the perfect blend of data-driven, award-winning, and personalised service to generate leads at scale.
When building a customer engagement strategy, we put the customer at the centre of everything. To garner high-quality interactions, convert browsers to excited drivers, and generate qualified leads, we worked with the Hitachi sales team to understand the customer profiles we were looking to engage with. We then created one of our bespoke KnowledgeBases to educate our award-winning native-English Conversation Agents.
Combined with our specially integrated UTM, Google Analytics, and digital journey tracking means visitors from PPC campaigns and SEO efforts created a complete 360 view of the buying cycle journey - allowing our experts to engage with Hitachi visitors at the right time, with the right message.
All conversations from The Chat Shop are backed by rigorous in-house training and testing methodologies to ensure that our chat experts can always tackle barriers to conversion and respond with up-to-date, industry-specific specialist knowledge that goes beyond basic FAQs, all while delivering the best customer experience.
Accelerated lead generation seamlessly integrated into the CRM system
Using the power of high-quality conversations, data-driven strategy deployment, and specialist training, The Chat Shop were able to engage with web visitors on a one-to-one level guiding them seamlessly through the marketing funnel - resulting in Hitachi Capital Vehicle Solutions generating leads - 45% of which were qualified for their sales team, delivered straight to their CRM through the power of chat.
In addition to delivering qualified leads, the solution has shortened the sales cycle - saving valuable time in the sales process by responding in real-time to customer queries with an average response time of just 26 seconds. Ultimately, decisions are made faster - while removing those barriers to conversion.
Adopting a human chat tone and narrative has not only increased lead generation it also has resulted in achieving a 99% in CSAT scores - another strong key metric for the sales team.
The brand has seen a ton of generated leads since implementing Conversational Marketing. And they’re not done yet. We have started scaling more operations to differentiate between new and existing business. A recently developed chatbot flow that filters out support chats. A query will first present the user with two options (new lease or existing customer) with the new lease going directly to a chat agent. Existing customers will stay with the support bot unless the query is too complex - then they will have the option to transfer to an agent. However, over time the bot will develop through continuous learning and become more optimised to complex scenarios. We cannot wait to see the results this will deliver.
In case you hadn’t noticed, chat is very much our thing. So why not put us through our conversational paces and get in touch?
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