Driving customer engagement

AutoZone is the largest privately owned auto parts retailer in South Africa. With thousands of customers and over 200 stores nationwide, they needed a convenient way to handle customers. Learn how AutoZone uses chatbots and live chat to drive customer engagement and maintain their reputation as the best car parts retailer in South Africa.

The challenge

In the past, AutoZone communicated with its customers via email and telephone. The team realised that they needed to modernise and streamline their customer communication.

With 96% of South Africans using WhatsApp, AutoZone realised that many of their customers also use the app, so they introduced their own WhatsApp Business chat. AutoZone chose Cue to power an interactive chatbot, live chat, and web widget solution using an official WhatsApp Business Account.

Self-service WhatsApp chatbot 

In the month after introducing WhatsApp, AutoZone reduced email and phone engagements by 40% while growing overall engagement by 13%. They also reduced the number of people required to handle customer engagements while scaling customer support at a decreasing cost per conversion.

Here is a brief overview of AutoZone's WhatsApp chatbot and how customers can engage with the team:

Check stock and price

Chatting with the bot lets customers instantly check real-time stock and pricing on required spare parts. This ensures parts availability before visiting stores.

Stores and outlets near me 

The chatbot helps customers find the nearest store locations. This is convenient for pickup scheduling and servicing. 

Applications and registrations

Customers can sign up for A-Card rewards and submit credit applications.

Accounts

Customers can open an account, update account details, change their credit limits, follow up on processed payments and payment confirmations, request and view updated account statements, close accounts and check any pending requests.

Order enquiries  

Customers have quicker assistance on existing orders and can also speak with a live agent.

Returns

Customers can speak with live agents to process returns and refunds after providing order details.

AutoZone Rewards Card

With every purchase customers make using their AutoZone Rewards card, they receive 1% of every rand spent. Via the chatbot, customers can sign up for the rewards card, check their balance and order card replacements.  

Promotions 

Customers get exclusive access to current promotions and deals when interacting with the chatbot.

AutoZone online

Using AutoZone Online, customers can filter their car make, year and model against a comprehensive range of over 40,000 products to help them find quality parts. Customers can access the website through the chatbot. 

Drive into 2024 with AutoZone

AutoZone makes it easy and convenient for you to look after your car and keep it at its best. Get in touch with AutoZone on WhatsApp and experience exceptional customer service.