Skoda Auto, a leading automobile company owned by Volkswagen, instantly resolves of its Inbound Sales and Service Requests, using ServiceNext

    Skoda Auto, a leading automobile company owned by Volkswagen, instantly resolves of its Inbound Sales and Service Requests, using ServiceNext

    About Skoda

    Skoda Auto a global auto company owned by Volkswagen is a leading and trend setting auto brand in Europe and Asia-Pac.

    Transforming Customer Interactions for Volkswagen. Learn How Volkswagen reduced its customer relationship costs by 50%, without compromising on Customer Experience

    The Challenges

    With their customers demanding fast, reliable service and accurate answers, Skoda’s support department was struggling to keep up with customer expectations. Tasked with fixing their customer problems “now,” with a limited support staff, Skoda turned to Servicenext in January 2018 to provide an effortless self-service experience for its customers.

    • Improve CSAT with24/7, Zero Wait & Effortless Service
    • Provide Instant Resolutions
    • Reduce Ticket Volume
    • Build Customer Loyalty and Reduce Churn

    The Solution

    ServiceNext developed and deployed a Chat-Bot on Skoda Auto’s website to help answer questions, market new models with offers, book test drives and take service requests.

    • Turn-key solution – 8 Week Packaged Implementation Build, Implement, Train, Test and Maintain
    • Pay-per-use pricing model
    • Expert Bot design and training services which assure business outcomes/RoI
    • Future proofed AI solution built on Oracle OMEC, Twilio and others

    The Result

    Below are some of the impressive Bot performance results:

    • Users increased to 115904
    • Bot resolution rate was improved to 91.1%
    • Call back requests increased to 1087
    • Complaints registrations – 886
    • of sessions – 53296
    • Queries – 184029
    • Test drive bookings – 1799
    • of brochures downloaded – 3722

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