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Shivam Verma
Updated:
Vectus Industries, a leading water tank manufacturer and piping solutions provider in India, aimed to be among the top 5 market leaders in the pipes and fittings segment. However, they faced challenges handling the volume of chat queries with their existing web chatbot, missing out on a constant connection with their customers, and losing valuable leads. To strengthen their digital marketing strategy, Vectus partnered with the Chat360 team and opted for a WhatsApp chatbot integrated with their CRM. The solution enabled them to efficiently handle chat queries, track customer information, generate leads, and provide live chat assistance to users.
About Vectus
Noida-based Vectus Industries is one of India’s leading polymer-based water tank manufacturers and piping solutions providers. They have a wide product range that includes water storage tanks, pipes, fittings, plastic household products, bath-ware, road safety products, and gardening products that cater to household consumers as well as business and institutional customers. The company has established a strong network of 4 depots and sales offices, 17 manufacturing plants, over 30000 retail counters, and 4300 distributors over 30 years.
Problem Statement
Aspiring to be among the top 5 market leaders in India in the pipes and fittings segment within a span of 5 years, Vectus was facing problems with
Handling the volume of chat queries with their existing web chatbot
Missing out on a constant connection with their customers
Lack of customer information and, thereby, loss of valuable leads
Strategy
Vectus partnered with the Chat 360 team to strengthen its digital marketing strategy.
After understanding various aspects of the customer engagement solution, Vectus decided to go with the WhatsApp bot integrated with their CRM, which enabled them to handle chat queries efficiently:
Track customer information
Generate leads
Provide live chat assistance to users
Customer engagement on Whatsapp for repeated queries
Results
The solution ensured that no leads were missed, and leads were paired with suitable agents with an intelligent auto-assignment.
As a result, Enquiries handled on live chat increased at an average rate of 90% over 5 months, handling up to 80% of the L1 queries via the chatbot.
Leads increased at an average rate of 18% over 5 months
This led to the tracking of leads for better sales projection
The system also ensured improved and more personalized services to their customers
Vectus could also keep their customers informed about their wide range of products while they focused on strengthening the pipes and fittings segment
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