100% increase in first-party data collected through offline channels.
Isuzu Chatvoice UX
1 The challenge
Isuzu Motors is Mexico's leading Japanese commercial-truck brand. It receives many calls every day, but there was no record or visibility into what happened after a call was answered.
Like many companies, Isuzu used an IVR system that routed calls to dealerships across the country, but what happened afterward was unknown.
Phone calls remain a crucial touchpoint in the buying experience. Yet few companies measure, improve and use data from this channel, so we asked:
Can we connect the online and offline worlds through a phone call?
*Touchpoint:a term for the different interactions between a consumer and a company throughout the path to a purchase decision.
2 The solution
Speech-recognition technology converts sound into text records. We used it to develop an interactive voice-response tool for customer calls and named it Chatvoice.
Chatvoice logged every call in Isuzu's CRM, creating data that could personalize the customer journey from first contact onward. Customers could interact naturally by voice, without navigating a keypad.
- We matched postal-code data with dealership locations to route users to the nearest dealer.
- We designed call flows around keyword patterns, routing each customer according to their needs.
Scope of project
- Strategy.
- Tool design.
- Technology development with Twilio speech recognition.
- Voice production.
- CRM development and integration.
3. Results
Chatvoice connected Isuzu's offline and online channels to improve the experience for customers and prospects, producing these results:
25% increase in sales prospects.
Up to 2x as many previously untracked metrics measured.
We identified a detailed customer journey from first contact to sale.
Most importantly, we made a previously invisible part of the business measurable, generating insights that helped drive sales growth.