Background

The client is Japan’s largest buyer and seller of used cars with an objective is to create the world’s largest car sales infrastructure.

Challenge

While 70% of customers search for car information online, more than 90% insist on a face-to-face purchase. The client needed a solution that integrated digital tools and real-world interactions. With the rise in popularity of chat apps, the client was seeking to tap into this behavior in order to break away from an outdated business model.

Approach

Concentrix Catalyst worked in close collaboration with the client’s marketing team. Through workshops and interviews which took place over a period of four months, the team created a web-based chat application where potential customers could have casual conversations with the client’s sales personnel. We also developed the UX concept for the mobile website.

Outcome

This no-strings-attached chat platform allows customers to ask questions without any commitment to making a purchase. This new channel of communication with customers allowed sales personnel to make personal and appropriate car recommendations, resulting in the doubling of their conversion rate compared to the previous business model.

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