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Chat360 enabled Vectus to generate 18% more leads while handling 90% chat queries via WhatsApp Bot
- Shivam Verma
- 24 June 2022
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
![Chat Queries](jpg/jeshoots-com-fzoitus1diq-unsplash.jpg)
- 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.
![ChJeshoots Com Fzoitus1Diq Unsplash](jpg/scott-graham-5fnmwej4taa-unsplash.jpg)
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
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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
Next read: How Marshalls Increase their Cross-selling and Upselling by 34% Using the Chat360 Chatbot