How Stellantis brands drove a 196% response rate increase & boosted NPS scores by 14%

Stellantis is a global automotive powerhouse. It knows that great customer service is the fuel that drives long-term loyalty and growth. With its wide range of iconic car brands, Stellantis is one of the world's leading automakers and mobility providers. It has a clear vision: to offer freedom of movement with distinctive, affordable and reliable mobility solutions. 

The problem

Stellantis has a wide network of dealerships and many brands under its umbrella. It needed a way to kick customer contact and engagement into fifth gear. Stellantis saw that older channels like email were falling short. Customers were not completing enough surveys.

That meant low response rates and missed chances for valuable feedback across dealerships. They needed a solution that would win over modern customers and give them a smooth, personal experience.

Revving up customer service

Cue's WhatsApp solution is the ultimate tool for driving customer engagement. Features like live chat, chatbots and broadcasts make every customer chat smooth and efficient. By using WhatsApp across its dealerships, Stellantis has seen the following benefits: 

• Increased engagement: Contact rates after work hours soared to 87%, up from 74%. This 18% increase shows the power of WhatsApp to reach customers when it suits them best.

• Better response rates: Survey response rates rose by 196%, jumping from 26% to 77%. This flood of feedback gave Stellantis valuable insights to drive improvements.

• Increased NPS scores: Customers contacted via WhatsApp score up to 12 NPS points higher than those not contacted via the app. This shows how personal, real-time contact makes customers happier.

• Profit centre: WhatsApp does more than lift response rates and NPS scores. It has also become a profit centre for dealerships. Stellantis gives each dealership a monetary reward for each positive response. So they only need three positive responses to cover the costs of sending NPS surveys on WhatsApp.

How it works: A simple, rewarding process

Stellantis has changed how its dealerships engage customers and keep them happy. It uses a simple process that works very well. Here’s a closer look at how it works:

1. Customers visit or transact with the dealership and opt in to WhatsApp messages.

2. The dealership sends an NPS survey via WhatsApp.

3. The customer then completes the survey right on WhatsApp.

4. NPS data goes to the DMS automatically for easy tracking and analysis.

5. The dealership gets a monetary incentive for each positive response.

6. Dealerships can now market, upsell and engage with customers on WhatsApp. 

How other Stellantis dealerships can use WhatsApp

Stellantis brands have used WhatsApp to make customers happier, boost NPS scores and lift customer response rates. That success is just the tip of the iceberg. Other dealerships in the Stellantis group can tap into the power of WhatsApp too. They can use it to drive sales, boost service and deliver a truly great customer experience.

A lead generation powerhouse

Live Chat: Have personal chats on a channel customers love. Chat your way to more sales and better customer satisfaction in real-time with WhatsApp live chat. 

Chatbots: Let AI chatbots do the heavy lifting. Get key lead details and feed them into your dealer management systems. Give instant replies to common queries. Make it easy to book test drives or visits.

Broadcasts: Take your marketing and customer messages to the next level. WhatsApp broadcasts get your promotions, service reminders, appointment confirmations and vehicle order updates to the right customers at the right time.

Smoother, more efficient service

DMS integration: Once integrated with the Dealer Management System (DMS), dealerships can get the best stats without lifting a finger. The whole process runs itself, saving time and driving efficiency.

QR code scanning: Kick things off on the right foot. Customers scan a QR code when they arrive. That puts them straight into a WhatsApp chat for a simple check-in.

Accelerated quote approvals: Say goodbye to the dreaded "phone tennis" game. With WhatsApp, service teams can share quotes quickly and get approvals with ease. The workflow keeps moving like a well-oiled machine.

Improved customer experience: WhatsApp Business keeps customers engaged and informed every step of the way. That covers appointment reminders, quick service updates and smooth collection arrangements. Car dealerships can use WhatsApp to boost NPS scores and get valuable customer feedback.

Let WhatsApp take the wheel

Dealerships under Stellantis are leading the race in customer satisfaction thanks to WhatsApp. Contact Cue for a demo. Find out how to fast-track your dealership to better contact, happier customers and turbo-charged customer engagement.