Industry
Automotive
Category
Personalization
Customer Support
Sirius AI
Channels
Solutions
WhatsApp Business API
AI Virtual Assistant
Success Story
How Renault decreased wait times by 93% and increased CVR by 4% with Insider’s WhatsApp AI assistant
Personalization
Customer Support
93%
decrease in customer
service wait times
35%
faster
response times
4%
increase
in CVR
“Incorporating WhatsApp into our support stack was the best choice we could have made. We’re reaching our customers on their favorite channel and responding to inquiries faster than ever before, without compromising relevance and context. Insider is breaking the stereotype of impersonal AI support—Insider’s assistant is personalized, it’s fast and our customers are happier than ever.”
Director of Communications
Executive summary
For Renault, engaging customers quickly and efficiently while maintaining its reputation as a personable brand, was crucial. Incorporating Insider’s WhatsApp solution into its support stack enabled the leading car manufacturer to consistently deliver personalized, engaging experiences on the world’s most popular app, reaching more customers than ever before. Insider’s AI native virtual assistant enabled the team to answer inquiries 35% faster and decrease wait times by 93%, freeing up Renault’s support agents to work on only the most high-impact, complex inquiries.
About Renault
With a rich history spanning over a century, Renault is a global automotive brand, renowned for consistently delivering innovative, reliable vehicles that blend style, performance, and sustainability. From iconic models like the Clio to electric cars like the Zoe, Renault is shaping the future of mobility with its commitment to technological advancement and forward-thinking design, and it was looking for a martech partner that could match its dedication to innovation.
Why Insider?
When researching, Renault was impressed with Insider’s pioneering AI-native features and capabilities and recognized the value this could have in streamlining the typical lengthy sales cycle of buying a new car. Insider’s huge channel breadth and world-leading WhatsApp solution also aligned with Renault’s mission to reach more customers with consistent, relevant customer support.
USE CASE #1
Decreasing customer wait times by 93% with Insider’s AI virtual assistant
The challenge
Renault was struggling to efficiently manage customer inquiries and maintain a personalized approach, particularly as the team wanted to cater to a younger, digitally savvy demographic. With traditional communication channels often leading to long response times and disjointed experiences, Renault wanted to streamline its customer interactions while expanding its reach among tech-savvy consumers.
The solution
First, Insider suggested consolidating its customer data with Insider’s Customer Data Platform (CDP). The CDP enables brands to power consistent, relevant experiences across channels. That way, Renault’s customer service would be streamlined between channels.
Insider then suggested Renault leverage its WhatsApp Business Platform. Initially deploying live communication center agents on WhatsApp, Renault realized that the one-to-one conversations took up valuable time, and productivity in other areas was dropping. The brand wanted to increase efficiency so that its agents could dedicate their time to the more high-value inquiries. Insider suggested incorporating its AI virtual assistant to alleviate the pressure on support agents. Insider’s AI native virtual assistant is equipped to respond to over 350 different prompts, offering customers contextual responses within just 20 seconds, ranging from color options to technical specifications. And it can provide this support with quick and accurate responses 24/7. By incorporating Insider’s AI virtual assistant on WhatsApp, Renault shortened wait times, enhanced efficiency, and is engaging with more young customers than ever before on their favorite channel.
“With Insider’s WhatsApp solution, we’ve created more seamless, customized experiences that have helped us better understand our customers, while generating significant sales leads in six months. Of the leads attributable to WhatsApp, over 4% turned into sales, which is an incredibly high rate in the automotive industry. Through Insider’s WhatsApp solution, we’ve gotten closer to our customers and we’re looking forward to the road ahead.”
Director of Communications
The results
93%
decrease in customer
service wait times
35%
faster
response times
4%
increase
in CVR
Summary
“Since launching Insider’s WhatsApp solution and partnering it with the virtual assistant, our customer service response times have decreased by 93%. As we create immersive, consultative processes in WhatsApp, our communication center teams now only handle 15% of inquiries, and they can resolve those conversations 35% faster.”
Director of Communications
Looking ahead
Renault is looking to make transferring information from WhatsApp to the showroom even easier by integrating 130 dealerships directly into Insider’s WhatsApp solution, reducing the time for sales to act on a lead. Bringing dealerships into WhatsApp conversations will streamline the buying process and encourage sales of car accessories since dealers can instantly share available stock.
Favorite feature
WhatsApp has fast become Renault’s favorite Insider solution. The car manufacturer has seen incredible results since adopting the channel into its support stack, including a 4% increase in CVR and a 93% decrease in response times.
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