Case study
Benga!
Speed, Customization, and 24/7 Availability in Car Sales.
Benga, a leading car sales company, committed to providing its customers with a smooth, personalized, and transparent buying experience.
Challenges
Benga faced several challenges in customer service that affected efficiency and satisfaction:
- Reducing response times: Customers experienced wait times of up to 4 hours, which negatively impacted satisfaction and conversions.
- Providing detailed information quickly: Manual responses regarding specifications, prices, and vehicle availability were inefficient and resource-intensive.
- Serving an international clientele: The diversity of languages made it difficult to provide personalized and smooth assistance.
- Ensuring support outside of business hours: Sales during weekends and outside of regular hours were impacted by the lack of availability of staff.
- Optimizing team time: A 65% of the team’s time was spent responding to repetitive inquiries, detracting focus from strategic tasks.
Solution
Lixsa allowed Benga to achieve outstanding results:
Fast Response Times
- Lixsa reduced the average response time from 4 hours to just 1 minute, enhancing the customer experience and speeding up decision-making.
Simplified Catalog Access
- With automated catalog access, Lixsa automatically sent customers the requested options, including images, detailed descriptions, and promotions, saving 30% of operational time.
Multilingual Support
- Thanks to support in multiple languages, Lixsa enabled Benga to serve 100% of its international customer base, eliminating language barriers and expanding its global reach.
24/7 Availability and Weekend Sales
- Lixsa ensured continuous support outside of business hours, generating an additional 15% in revenue by closing sales on weekends that previously went unfulfilled.
Greater Focus on Complex Cases
- By automating 70% of repetitive inquiries, Benga’s team was able to concentrate on personalized consultations and strategic tasks, enhancing service quality.
Results
Reduction in Response Time
- The average response time decreased by 98%, going from 4 hours to just 1 minute, improving customer satisfaction and speeding up the purchase process.
Increase in Sales
- Conversions rose by 25%, driven by the speed of responses, ongoing support, and detailed attention.
Weekend Sales
- Lixsa generated an additional 15% in revenue thanks to its ability to close sales outside of business hours and during weekends.
Improvement in Team Efficiency
- The team freed up 40% more time to focus on personalized advisories and high-value sales.
Greater International Reach
- Multilingual support allowed for a 25% growth in international clients, strengthening Benga’s position in global markets.
"Lixsa has completely transformed the way we work. Now, accessing our product catalog and photos is quick and easy, allowing us to provide customers exactly what they need without wasting time on manual searches. This change has freed us to focus on delivering more efficient service with outstanding results. Additionally, Lixsa operates even when our salespeople are not active, managing to close sales on weekends by recommending cars and providing detailed information that previously required much more time and effort."
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