SUCCESS STORY

How Renault decreased wait times by 93% and increased CVR by 4% with Insider One's WhatsApp AI assistant

How Renault decreased wait times by 93% and increased CVR by 4% with Insider One's WhatsApp AI assistant

93%

decrease in customer service wait times

35%

faster response times

4%

increase in CVR
Challenge

Challenge

Renault needed to efficiently manage growing customer inquiries and deliver fast, personalized support for younger, digitally savvy consumers, as traditional channels caused slow, fragmented experiences.

Solution

Solution

Insider unified Renault’s customer data with its CDP and deployed an AI-powered WhatsApp virtual assistant, automating routine inquiries to streamline omnichannel support and free agents for complex requests.

Result

Result

Renault significantly reduced customer wait times, increased service efficiency, and boosted engagement with younger audiences by providing instant, always-on support through their preferred messaging channel.

ABOUT THE CUSTOMER

With a rich history spanning over a century, Renault is a global automotive brand, renowned for consistently delivering innovative, reliable vehicles that blend style, performance, and sustainability. From iconic models like the Clio to electric cars like the Zoe, Renault is shaping the future of mobility with its commitment to technological advancement and forward-thinking design, and it was looking for a martech partner that could match its dedication to innovation.

INDUSTRY
Automotive
SOLUTIONS
WhatsApp Business API
AI Virtual Assistant
CHANNELS
WhatsApp

SUCCESS STORY #1

Decreasing customer wait times by 93% with Insider One's AI virtual assistant

The Challenge

Renault was struggling to efficiently manage customer inquiries and maintain a personalized approach, particularly as the team wanted to cater to a younger, digitally savvy demographic. With traditional communication channels often leading to long response times and disjointed experiences, Renault wanted to streamline its customer interactions while expanding its reach among tech-savvy consumers.

The Solution

First, Insider One suggested consolidating its customer data with Insider One's Customer Data Platform (CDP). The CDP enables brands to power consistent, relevant experiences across channels. That way, Renault's customer service would be streamlined between channels. Insider One then suggested Renault leverage its WhatsApp Business Platform. Initially deploying live communication center agents on WhatsApp , Renault realized that the one-to-one conversations took up valuable time, and productivity in other areas was dropping. The brand wanted to increase efficiency so that its agents could dedicate their time to the more high-value inquiries. Insider One suggested incorporating its AI virtual assistant to alleviate the pressure on support agents. Insider One's AI native virtual assistant is equipped to respond to over 350 different prompts, offering customers contextual responses within just 20 seconds, ranging from color options to technical specifications. And it can provide this support with quick and accurate responses 24/7. By incorporating Insider One's AI virtual assistant on WhatsApp , Renault shortened wait times, enhanced efficiency, and is engaging with more young customers than ever before on their favorite channel.

Incorporating WhatsApp into our support stack was the best choice we could have made. We're reaching our customers on their favorite channel and responding to inquiries faster than ever before, without compromising relevance and context. Insider One is breaking the stereotype of impersonal AI support—Insider One's assistant is personalized, it's fast and our customers are happier than ever.

Director of Communications
Renault

With Insider One's WhatsApp solution, we've created more seamless, customized experiences that have helped us better understand our customers, while generating significant sales leads in six months. Of the leads attributable to WhatsApp, over 4% turned into sales, which is an incredibly high rate in the automotive industry. Through Insider One's WhatsApp solution, we've gotten closer to our customers and we're looking forward to the road ahead.

Director of Communications
Renault

Since launching Insider One's WhatsApp solution and partnering it with the virtual assistant, our customer service response times have decreased by 93%. As we create immersive, consultative processes in WhatsApp , our communication center teams now only handle 15% of inquiries, and they can resolve those conversations 35% faster.

Director of Communications
Renault

93%

decrease in customer service wait times

35%

faster response times

4%

increase in CVR

Looking ahead

Looking ahead Looking ahead

Looking ahead

Renault is looking to make transferring information from WhatsApp to the showroom even easier by integrating 130 dealerships directly into Insider One's WhatsApp solution, reducing the time for sales to act on a lead. Bringing dealerships into WhatsApp conversations will streamline the buying process and encourage sales of car accessories since dealers can instantly share available stock.

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