This case study explores how WLC Rent a Car, one of Romania's largest car rental companies, transformed its customer service operations by implementing an AI-driven chatbot on WhatsApp. We will delve into the challenges WLC faced with managing high volumes of customer inquiries, the AI solution we provided, and the impressive results that followed. The document also includes a testimonial from Vlad Săvescu, the CEO of WLC, reflecting on the positive impact of this collaboration.
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WLC Rent a Car is one of Romania's leading car rental companies, boasting a fleet of over 600 new cars across 9 cities and airports. With such a significant presence, WLC has always prioritized efficient customer service to handle the high volume of daily inquiries. However, as the company grew, managing customer interactions, especially via WhatsApp, became increasingly challenging.
Before implementing our solution, WLC faced several issues that affected their customer service efficiency and overall customer satisfaction. The company received an average of 50-70 daily inquiries via WhatsApp, but their response time was inconsistent. Sometimes, customers had to wait several hours for a reply, which led to a drop in conversion rates and customer satisfaction. Moreover, the workload for their sales and support teams was overwhelming, leading to burnout and less-than-optimal customer interactions.
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To address these challenges, we developed the WLC Assistant, an AI-powered chatbot designed to automate the communication and booking process for WLC. This assistant was integrated into WhatsApp using ManyChat, ensuring seamless interactions with potential customers.
The WLC Assistant guides users through the car rental process in a conversational manner, asking key questions such as:
Based on the user's responses, the assistant provides a list of available cars that meet their criteria. Once the customer selects a vehicle, the assistant collects personal information, including their name, email address, phone number, and any additional messages. This information is then recorded in WLC's CRM system for follow-up.
In addition to handling car rentals, the assistant can answer general questions about WLC, provide detailed information about specific car models, and explain terms and conditions.