Chatbot Driven Sales Training
Highlights
- For the 2-week group, knowledge retention from beginning to end increased by 16% with Terra’s help
- Coach Terra’s questions had an overall response rate of over 60% across all users
- Respondents expressed excitement
and satisfaction, giving Coach Terra an NPS score of over 57
What was the challenge a car manufacturer faced?
A major car manufacturer was looking for a way to bring car salespeople up to speed quickly on a new vehicle. They needed to sell, and keep sharp on all the new features it offered and the value it brought customers.
An in-person training had already been started, but with the speed of car sales and the wide variety of vehicles, information was getting lost. The salespeople needed some follow up and ongoing guidance on the vehicle to take sales to the next level.
What was the goal of the Coach Terra?
- Increase retention on knowledge of the new vehicle
• Maintain engagement with users
• Delight the users with a fun and engaging learning experience
What was Coach Terra like and how did she work?
The chatbot had a fun, happy personality and was always excited to be talking with the salespeople.
At signup, she conducted a quick 3-question quiz, which was repeated to check retention at the end of the experience. After that, each interaction would be either another quiz question, a reminder, or a motivational message. As a test, Coach Terra had two different timeframes: either daily for two weeks, or 2-3 times a week for 4 weeks.
Results
Coach Terra achieved all of her goals. Firstly, the 2-week group, knowledge retention from beginning to end increased by 16% with Terra’s help. Secondly, Coach Terra’s questions had an overall response rate of over 60% across all users. When asked what they thought about the experience, respondents expressed excitement and satisfaction. They gave Coach Terra an NPS score of over 57, and comments like:
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