Infobip Case Studies Nissan Saudi Arabia: Enhancing Customer Engagement with AI-based Chatbot on WhatsApp

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	Nissan Saudi Arabia: Enhancing Customer Engagement with AI-based Chatbot on WhatsApp Infobip

Nissan Saudi Arabia: Enhancing Customer Engagement with AI-based Chatbot on WhatsApp

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Automotive Retail
Applicable Functions	Sales & Marketing
Use Cases	Building Automation & Control Chatbots
Services	System Integration
Challenge	Nissan Saudi Arabia, with a strong heritage dating back to the 1950s, has always prided itself on catering to customers’ needs, creating positive interactions, and building a positive brand image. However, the company faced a challenge in finding the right communication method to cater to customers 24/7. The primary communication channel was a call center, where queries were routed from a website-based chatbot. Due to working hours limitations, customers were not catered to around the clock. The previous chatbot was only available via one channel and accessed through their main website. Analysis of the chatbot user behavior revealed that it was limiting customer penetration to Nissan Saudi Arabia’s services and products. The company realized the impact of delay in response time on customer experience and sought to adopt new communication channels to champion two-way communication with customers. Read More
About Customer	Nissan Saudi Arabia is a National Sales Company established in November 2015. The company has a strong heritage in the Kingdom of Saudi Arabia that dates back to the 1950s. Nissan appointed Petromin Nissan in 2016 as the official authorized retail dealer in the Kingdom, offering service with Nissan trained technicians and Nissan genuine parts, at more than 700 service points throughout Saudi Arabia and 12 showrooms. In May 2019, Nissan also appointed Manahil International as a new specialized dealer in Saudi Arabia, further expanding its sales network across the Kingdom with over 98 Identified Independent Retailers. Manahil International, a Mohamed Yousuf Naghi & Brothers Group Company, focuses on fleet sales for Nissan as well as government and business enterprises. Read More
Solution	To improve customer engagement and support customers 24/7, Nissan Saudi Arabia introduced an AI-based chatbot service on the verified WhatsApp Business Platform. The choice of WhatsApp was due to its popularity in Saudi Arabia, with over 75% penetration rate. The company chose Infobip’s WhatsApp Business Platform due to its analytical capabilities and technical expertise. Infobip catered to all Nissan Saudi Arabia’s requirements with high flexibility and scalability and offered a secure platform that meets all Nissan Saudi Arabia’s business communications needs. The WhatsApp Business Platform enabled Nissan Saudi Arabia to support customers 24/7 while catering to their automotive needs securely, offering always-on support, and sending updates in real-time. In November 2020, Nissan Saudi Arabia deployed WhatsApp Business API to enhance customer engagement, increase trust, and build long-lasting relationships with customers. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Automotive

Retail

Applicable Functions

Sales & Marketing

Use Cases

Building Automation & Control

Chatbots

Services

System Integration

Challenge

Nissan Saudi Arabia, with a strong heritage dating back to the 1950s, has always prided itself on catering to customers’ needs, creating positive interactions, and building a positive brand image. However, the company faced a challenge in finding the right communication method to cater to customers 24/7. The primary communication channel was a call center, where queries were routed from a website-based chatbot. Due to working hours limitations, customers were not catered to around the clock. The previous chatbot was only available via one channel and accessed through their main website. Analysis of the chatbot user behavior revealed that it was limiting customer penetration to Nissan Saudi Arabia’s services and products. The company realized the impact of delay in response time on customer experience and sought to adopt new communication channels to champion two-way communication with customers.

About Customer

Nissan Saudi Arabia is a National Sales Company established in November 2015. The company has a strong heritage in the Kingdom of Saudi Arabia that dates back to the 1950s. Nissan appointed Petromin Nissan in 2016 as the official authorized retail dealer in the Kingdom, offering service with Nissan trained technicians and Nissan genuine parts, at more than 700 service points throughout Saudi Arabia and 12 showrooms. In May 2019, Nissan also appointed Manahil International as a new specialized dealer in Saudi Arabia, further expanding its sales network across the Kingdom with over 98 Identified Independent Retailers. Manahil International, a Mohamed Yousuf Naghi & Brothers Group Company, focuses on fleet sales for Nissan as well as government and business enterprises.

Solution

To improve customer engagement and support customers 24/7, Nissan Saudi Arabia introduced an AI-based chatbot service on the verified WhatsApp Business Platform. The choice of WhatsApp was due to its popularity in Saudi Arabia, with over 75% penetration rate. The company chose Infobip’s WhatsApp Business Platform due to its analytical capabilities and technical expertise. Infobip catered to all Nissan Saudi Arabia’s requirements with high flexibility and scalability and offered a secure platform that meets all Nissan Saudi Arabia’s business communications needs. The WhatsApp Business Platform enabled Nissan Saudi Arabia to support customers 24/7 while catering to their automotive needs securely, offering always-on support, and sending updates in real-time. In November 2020, Nissan Saudi Arabia deployed WhatsApp Business API to enhance customer engagement, increase trust, and build long-lasting relationships with customers.

Impact #1	The introduction of the AI-based chatbot on the verified WhatsApp Business Platform significantly improved Nissan Saudi Arabia’s customer reach. The platform allowed the company to be available and responsive to customer inquiries night and day over the most popular communication channel in the Kingdom, WhatsApp. In the first three months of deploying WhatsApp as a verified communication channel, Nissan Saudi Arabia witnessed significant adoption of the solution through customer engagement activities, customer satisfaction rates, and brand awareness measurements. The company also shared a “Rate Your Experience” survey and received a 4.4-star average rating from over 3,500 Users, indicating high customer satisfaction.

Impact #1

The introduction of the AI-based chatbot on the verified WhatsApp Business Platform significantly improved Nissan Saudi Arabia’s customer reach. The platform allowed the company to be available and responsive to customer inquiries night and day over the most popular communication channel in the Kingdom, WhatsApp. In the first three months of deploying WhatsApp as a verified communication channel, Nissan Saudi Arabia witnessed significant adoption of the solution through customer engagement activities, customer satisfaction rates, and brand awareness measurements. The company also shared a “Rate Your Experience” survey and received a 4.4-star average rating from over 3,500 Users, indicating high customer satisfaction.

Benefit #1	18K unique users registered on the WhatsApp channel since the deployment of Infobip’s solution.
Benefit #2	625K messages exchanged in the first three months.
Benefit #3	2.4K sales leads generated through the WhatsApp channel.

Benefit #1

18K unique users registered on the WhatsApp channel since the deployment of Infobip’s solution.

Benefit #2

625K messages exchanged in the first three months.

Benefit #3

2.4K sales leads generated through the WhatsApp channel.

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Overview

Nissan Saudi Arabia: Enhancing Customer Engagement with AI-based Chatbot on WhatsApp

Operational Impact

Quantitative Benefit