The multinational car manufacturer Renault maintains an impressive presence in Scandinavia, and Renault Norway is one of those branches.
Wanting to transition towards a more digital-focused sales experience for customers, Renault’s strategy was two-fold:
1. Provide an easy-to-use buying journey for the shopper
2. Collect more quality leads for test drives
Part of this strategy was about adapting to changing consumer buying behaviors. More people are doing their own research on a new car long before they ever arrive at a dealership. In a way, this activity enables shoppers to qualify themselves, and Renault wanted to provide the resources people needed to conduct their own research.
The other reason was due to the COVID-19 pandemic, which has made people less comfortable with visiting stores and dealerships. By providing a robust online shopping experience, shoppers could get all of their questions answered from the comfort of their own home.
“We understand that people have lots of questions about our cars. It’s why we’re so committed to providing exceptional customer service both in-person and digitally. We were thinking outside of the box, trying to identify how we could provide 24/7 support for our shoppers. That’s when we learned about Kindly and their conversational commerce solutions.
Kindly helped us design for better results. The synergy between their AI-powered chatbot and Nudge CRO technology helped us build a UX experience that greatly assisted with our launch campaign.
We’ve tracked 10% of our sales leads on our test drive and configuration pages as coming from Kindly’s Nudge solution, which has helped us increase bookings for test drives.
Additionally, we’ve greatly reduced pressure on our customer support team by using the chatbot as a 24/7 “information hotline” for all website visitors.”
Roger Andersen, PR & Marketing Director, Renault Norge