Context
Tua Car, the first car sales brokerage agency in Italy, has chosen to revolutionise its approach to sales by collaborating with Spoki. Its core business is to offer warranties, insurance services and financing to private individuals selling or buying their cars, providing them with the benefits of a real dealership.
The aim was to optimise sales funnels and increase conversions using WhatsApp with Spoki, so as to build a direct, authentic and personal relationship with its customers. Implementing the innovative solutions offered by Spoki reduced manual workload, improved efficiency and customer satisfaction.
Case Study
Tua Car implemented Spoki at all stages of the customer journey, introducing automations to improve customer engagement, confirm registrations, manage appointments, provide vehicle status information, and run effective promotional campaigns. This strategy has led to a significant reduction in the time and resources previously dedicated to manual contact management, while simultaneously improving the quality of service provided and customer satisfaction.
In particular, Spoki made it possible to intercept private individuals wishing to sell their cars, by grouping the contacts of potential customers into lists and sending them informative WhatsApp messages. These messages were enriched with templates with three buttons that offered options such as ‘I am interested’, ‘I would like more information’, or a decline of the offer, incentivising immediate action and further investigation.
Original Goals
Tua Car’s main objective was to increase sales and recover inactive users by improving the effectiveness of its sales funnel and offering superior customer service.
Implementation and Integration
The strategy included the use of chat automations for invitations, product information, confirmations and reminders, which significantly improved customer interaction and the efficiency of the sales process. Handling ‘cold’ contacts and sending reminder messages were the strong points in the communication strategy, generating the most value for the company.
Achieved Results
Thanks to this innovative digital marketing strategy, Tua Car has recorded:
- A 30% increase in sales in the first year of using Spoki, significantly improving the quality of service provided to customers;
- 25% of no longer active users were recovered, testifying to the effectiveness of the engagement strategies implemented;
- An increase in customer satisfaction, reaching 100%, underlining the success of the communication and personalised service initiatives.
Conclusion
These results not only consolidated Tua Car’s position as a leader in the Italian automotive market, but also demonstrated the effectiveness of the integration of WhatsApp through Spoki in the sales and customer communication processes, highlighting a replicable model for other realities in the sector and beyond.
CREDITS
Company: TuaCar
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