In today’s competitive landscape, brand visibility and customer engagement are crucial to success. KINTO Singapore, powered by Toyota Financial Services Singapore, exemplifies this by effectively leveraging conversational commerce. KINTO Singapore partnered with Omnichat, a leading Southeast Asian chat commerce platform, to enhance its customer engagement strategy. This strategic implementation showcases the power of conversational commerce in amplifying conversions and fostering meaningful customer interactions.
Streamlining customer interactions for improved efficiency
KINTO Singapore previously faced the challenge of managing customer inquiries across various platforms, including its website and social media channels (Instagram and Facebook). This fragmented approach led to a more-than-optimal customer experience. By consolidating inquiries from various channels into a single platform, KINTO Singapore’s customer service team achieved unprecedented efficiency via Omnichat’s “Customer Service Mojo” feature.
Chatbots have been well implemented to handle frequently asked questions, providing instant support and freeing their human agents to focus on more complex issues. KINTO Singapore also used chatbots to capture and analyse customer information via every click; the company gained invaluable insights into customer preferences, behaviours, and demographics. This combination of streamlined workflow and intelligent automation dramatically enhanced KINTO Singapore’s customer service capabilities, thus improving overall customer satisfaction.
Targeted campaign promotion drives conversions and brand loyalty
KINTO Singapore strategically harnessed the power of WhatsApp broadcasts to connect directly with its target audience with WhatsApp Games and coupons. By delivering exclusive deals and promotions through this platform, the company precisely targets customers at various stages of their journey, including welcome offers, test drive promotions, exclusive VIP discounts, insurance, and car care. The company successfully increased test drive conversions and fostered a sense of exclusivity among customers. This personalised approach drove engagement and cultivated a loyal customer base eager to participate in future campaigns.
Also Read: Move over social commerce: The conversational commerce renaissance is here
Effortless order processing for enhanced ROI and customer satisfaction
Omnichat’s “Chat to Order” functionality revolutionised the car rental booking process for KINTO Singapore customers. KINTO Singapore can monitor both the number of customers attended to by individual sales representatives and the number of customers who booked test drives following interactions with these representatives.
By seamlessly enabling customers to place orders and specify their preferences directly through WhatsApp, KINTO Singapore streamlined operations and reduced the burden on its customer service and sales team. This frictionless booking experience not only enhanced customer satisfaction but also contributed to increased sales and revenue.
Evert Ong, Chief Operating Officer of KINTO Singapore, said, “When KINTO Singapore launched the daily rental service, we realised we needed a more effective way to engage with our customers. Instead of following the conventional mobile app development route, we leveraged WhatsApp—one of Singapore’s most widely used apps. This allowed us to explore various capabilities for engagement and productivity improvement. Initially, adoption was slow, but after integrating machine learning and continually fine-tuning our approach, we lowered our cost per lead. Our response time to inquiries has improved significantly, leading to better customer retention. The Omnichat team has been exceptionally supportive throughout this process. From pre-sales to implementation and ongoing enhancements, they have consistently demonstrated a deep understanding of our business and have responded promptly,”
Omnichat is aiming to fuel its next stage of growth with a Series B funding round next year
Alan Chan, CEO and Founder of Omnichat, stated, “KINTO Singapore’s experience illustrates the transformative power of WhatsApp Business Platform for businesses in Southeast Asia. Consumers here are accustomed to and value WhatsApp’s convenience and familiarity. We are committed to working closely with Meta to unlock the full potential of the WhatsApp Business Platform for businesses of all sizes in Southeast Asia. By leveraging Omnichat’s platform, KINTO Singapore has streamlined customer interactions, significantly reduced costs, and improved customer retention.”
Omnichat is making significant strides in the Southeast Asian market and has ambitious plans for global expansion. To support its next stage of growth, the company is planning a Series B funding round next year. The funding will be instrumental in advancing its AI capabilities through accelerated R&D and driving strategic market entry into North America and Europe.
“We see exciting developments in AI and automation that will further enhance conversational commerce’s capabilities. Integrating AI-powered chatbots will enable businesses to offer 24/7 support, personalise customer experiences at scale, and automate repetitive tasks. Additionally, advancements in data analytics will allow businesses to gain deeper customer insights, enabling them to tailor their offerings and messaging for even greater impact.”
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This article is sponsored by Omnichat.
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