CPG
Open the Conversation and Discover a World of Possibilities for the Daily Goods
0
conversion rate
with 31% of revenue increase
vs previous year
0
daily order rate
0
increase in
value per order
(AOV)
0
increase in
order frequency
0
Agent reduction
vs previous year
Crystal clear
Nativa Global and one of Mexico's largest water distributors join forces to automate order placement via WhatsApp, significantly increasing the number of successful orders in just 6 months. This strategic result was achieved by analyzing the needs of the end customer, achieving a 79% conversion rate increase in 2023, thereby increasing conversions by 35% compared to 2022. Undoubtedly, a result that directly impacts our client's investment.
Meeting a basic need with simple processes
Initially, consumers did not have a true digital option to place their water orders and had to make an -often annoying- effort to get it. The process required a lot of effort from the user, did not allow for easy data updates, and there were breakdowns in the experience related to product availability and coverage areas.
It was essential to address this basic need with an easy-to-use tool facilitating the convenient delivery of drinking water to the user's home through an intuitive process; in addition to having human touch and 24/7 availability to address other types of requests.
Natural conversations and effective interactions using touch & tech
Using a familiar channel such as WhatsApp, a conversational bot with natural language understanding connected to the company's systems and humans on the loop!
Some functionalities available in the engagement with the virtual assistant include verifying service coverage by entering an address or sharing the customer's location, displaying product availability through a dynamic catalog enriched with images and buttons linked to brand’s stock, saving customer history and preferences, scheduling an order in advance, and resuming a pending order, all within a friendly and intuitive atmosphere.
All interactions are focused on transparency so that the consumer can know their estimated time of delivery, resolve their doubts, and be guided to the answer without the help of a human agent, always through a natural conversation.
Products used on this Conversational Solution
Proactive
Messaging
Send customized and relevant messages to your customers, precisely timed and through their preferred channels.
Identity
Verification
Get to know your customer, secure your processes, and comply with official regulations.
Conversational
Analytics
Make informed decisions based on real-time data and AI Intelligence.
Conversational
Platform
Manage conversations intelligently, scalably, and personalized across all your channels.
Increase traffic on your WhatsApp channel and boost sales conversion rate more than 75%
Within the conversational flow, each part of the user experience can be measured; for example, total, incomplete, repeated, scheduled orders, user intentions with bots and agents, available coverage, and much more. This data allows for continuous and rapid optimization of the results obtained.
Next steps
Measure user interaction level in each part of the flow to identify breakpoints
Increase bot capacity and streamline interaction
Proactively remind the customer of the existence of an abandoned shopping cart so they can resume it
Continuous update of dynamic catalogs
