The Client
YNH Jaya is an automotive spare parts supplier in Malaysia with a distribution network of 500+ dealers. They aim to provide their customers with the best auto parts in Malaysia at competitive prices.
Challenge
Managing the enquiries of 500 dealers can be a headache in daily operations. YNH Jaya currently has more than 10 customer service representatives answering clients' enquiries regarding thousands of spare parts. Their challenge is to improve the customer experience by reducing the waiting time for quotations, as well as to decrease the large headcount of customer service through technology.
Solution
Sparkbytes designed a WhatsApp chatbot solution that integrates with the client's database. Users can enter the chatbot and enquire about product prices and availability. The response time has been reduced from 10 minutes or more to almost instantly. Additionally, this process helps clients reduce the headcount needed for customer service from X to Y.
