https://sleekflow.io/customer-stories/automate-use-case
AutoMate is a one-stop car service platform trusted by over 100,000 customers in Hong Kong. The app connects car owners with auto service centers and insurance providers. Customers can compare prices for car repair, maintenance, and beauty services, then schedule an appointment and pay immediately in the app. They can also buy auto spares, parts and accessories from a range of providers at competitive prices. Further enhancing the customer experience, the app makes it easy to evaluate and access car insurance products. A customer can get a cover note in as little as 10 minutes.
In addition to driving values through price and supply information transparency, the AutoMate team uses data to fuel a highly personalized digital buying journey, putting the customer experience in the driver’s seat. Watch this video (only available in Chinese) to see how SleekFlow plays a part in it.
AutoMate's core business revolves around a native mobile app. Despite its great functionality, a mobile app cannot succeed on its own when it comes to communicating the benefits to the users.
Jason, Head of Product at AutoMate, explained: “Push notifications are not interactive. Too many in-app notifications can be overwhelming. Given the product complexities of auto services, even email is ineffective. A generalized email with a discount can't get careful car owners to buy. People ask a lot of questions back and forth to ensure that their car is in good hands. Hence, we wanted to create a great first touchpoint experience to build trust in potential customers before they even used the app.”
Auto service shoppers, according to Jason, are quality-conscious. “People prefer authorized centers, despite the higher cost, because they want to avoid the hassle of explaining their problems to a new shop. To set our brand apart from competition, we are committed to providing excellent pre-sales support through popular channels like WhatsApp.”
Previously, the support team used WhatsApp Business with multiple users via Gesprek. However, the improvement in efficiency was limited because they couldn’t use keywords or event triggers to automate the workflow. “On any given day, we receive 200-300 inquiries. It is equally important to prioritize high-intent customers while also keeping other users engaged. For a while, we had a lot of unplanned expenses to connect the inbox to other mobile app marketing tools to automate and route messages. That's when we realized we needed more than just a shared team inbox but a customer service automation software that can be integrated to our app's backend system.”
On SleekFlow, AutoMate optimizes its sales process with WhatsApp Business automation integrated with its mobile app system.
Considering that native apps receive very little visibility from search engines, AutoMate collects leads from its website and social media, then directs traffic to apps using SleekFlow Public API. For instance, website visitors can submit a quote request form to compare motor insurance prices. When the quote is prepared, SleekFlow receives an incoming webhook to automatically send a message to the customer's WhatsApp account, notifying them to download the quote in the AutoMate app, therefore driving app installments.
AutoMate also optimizes the first touchpoint experience, so that when a user downloads the AutoMate app, they will receive an automatic WhatsApp greeting message asking if they are looking for auto services or just browsing. Customer responses will trigger a WhatsApp chatbot to collect initial information and categorize queries as Insurance, Repair or Maintenance. SleekFlow will then automatically assign these conversations to the responsible customer service representative. The quick lead qualification process on WhatsApp enables the team to capture high intent leads while maintaining a personable brand impression for other users.