How Unione Movilidad wins almost 1,000 leads through its website

THE PROJECT

Before bringing in Serviceform’s solutions, the Unione team ran a simple chat set up for general contact. Website visitors could use it to ask to speak with one of their customer service agents or get handed off to WhatsApp.

But replies could lag depending on agent availability, and the chat was never built to be a lead-capture channel. The process wasn’t conversational. The customer had to fill in a form and wait for an agent to join the conversation.

On top of that, marketing and sales were misaligned because results weren’t measured well and leads weren’t qualified up front, which made the channel hard to use.

THE SOLUTION

Most of the traffic on Unione’s website lands on the home page and the vehicle pages. So we decided to build two separate chatbots, each tailored to those two sections of the site.

Now we use Serviceform’s chatbot and we’ve noticed the difference. The first is that the chatbot is no longer just a gateway to reach an agent, it’s another channel for capturing leads and driving sales. We really like being able to personalize the flows and add images to keep the customer conversation moving.

On top of that, splitting the chatbots into general contact (on the home page), where customers can leave their details to get information about a car or book a workshop appointment, and a dedicated chatbot on the vehicle listings makes a big difference to the customer experience.