In the highly competitive oil and energy sector, how could Petron Malaysia improve on already tight performance metrices, improve on customer service, and create a new sales and marketing channel in the most trying times?
Petron disrupted the category by being the first ever petrol service station to launch a dual-language Virtual Assistant, proving chatbot can be used as both a customer service, and loyalty marketing and sales tool, demonstrating that delivering a more efficient and personalised experience that brings customers closer to them.
The results smashed all expectations by delivering an ROI of 2.2X more sign-ups of the Miles Card via Messenger as compared to website, reducing the Customer Service team workload with 91% of the inquiries automated without any human assistance and achieving 83% in Customer Satisfaction Score.
Technology powered by AiChat.
