FORD

FORDI, FORD´S CHATBOT
Generación de leads

The Case

Using Botmaker, Ford converses with users through different flows that respond to the customer's journey, from the search for information to the quote on the use of the product.

Specifically, in the car quotation automation project, a geolocation system was integrated into the flow and the transfer of conversations to agents in all channels through Botmaker in order to provide a better service. It is also integrated with Ford's various systems and databases to provide the user with a complete experience, with access to, for example, installment plans, subscriptions, vehicle information, etc.

As it is a hybrid chat, the conversation is led by the bot but gives the user the opportunity to be referred to different customer services (Customer Care Center, Oval Plan, Sales - Lead Generation).

OUR CUSTOMERS RECEIVE MILLIONS OF CONVERSATIONS PER DAY

The purpose

Its purpose was to create a single, integrated communication channel to automate tasks and conversations improving the customer experience at different stages. It seeks to:

- Increase customer satisfaction
- Improve the productivity of customer service agents
- Generate Leads

Thus FORDi was born, a hybrid chatbot created according to their needs. That's why they counted on Botmaker as an ally to develop this project and meet their objectives.
¿Sobre qué temas responde Fordi?
Vehicle information
• After sales
• Financing plans
• Quotations
• Opportunities
• Car Sharing
• Dealers
• Access to the shop

Channels chosen

Ford connected via Botmaker, WhatsApp, Facebook Messenger and Instagram DM. It also added a chatbot to its website.

The work of integration and expansion of contact channels increased by 7000% the user sessions if we compare the month of February 2020, where FORDi was only active on Facebook Messenger, versus February 2021 where in addition to Facebook Messenger; channels such as Website, Whatsapp and Instagram DM were incorporated.

2.1x

of growth
in generated leds

90%

Automated
conversationsin Messenger

72%

qualified
leads
"The continuous improvement of this tool (from the decision trees to the integration with API systems) allows us to constantly evolve to continue surprising our customers, substantially improving their experience with the brand"

Ezequiel Balducci (Marketing & Digital Transformation Ford Argentina.)

The success

The average bot resolution rate for 2020 was 70% across allchannels.

This metric corresponds to conversations that FORDi manages to answerwithout the need for an agent to intervene.

In relation to leads, the chatbot manages a 72% certification level while the averagefrom other sources is around 55%.

In addition, FORDi is also becoming a tool to improve the user experience in the offline world. Thanks to FORDi, a contactless activation was developed, where for example, vehicles in the Pinamar and Cariló areas had QR codes that linked to the bot on WhatsApp with intentions and information relevant to the user's interest

70%
Of cases solved by the bot.

72%
From certification level.

7000%
Increase in user sessions.

Talk to FORDI