Lexus Hong Kong

Company Name: Lexus Hong Kong
Industry: Automobile

Lexus made its debut in 1989 with the LS 400 premium luxury sedan. The LS was immediately hailed as an instant classic and one of the finest examples of automotive craftsmanship in the history of the industry. It remains an outstanding vehicle, its strengths complemented by exemplary customer service.

NX Be Your True Self Chatbot

Functions

Promotion, Game, Live Chat

Platform

Facebook

Number of conversations

30,000+

Campaign Period

April to May 2018

The 2018 Lexus NX 300 serves up the luxury brand’s most desirable features in a compact-luxury-crossover SUV as efficient as it is fun to drive.

To act jointly with the brand’s marketing strategy and promote the hero message “Be Your True Self” cohesively, we have created a chatbot campaign to invite drivers to explore the NX color combination that represents their true identity.

 

Drivers will go through a set of interesting questions to find out their “true self”. Chatbot will suggest a NX color match based on the answers they have selected and explain in details their personality result.

Significance

  • Captured 2 times more sales leads than current method
  • More than 88% of quiz completeion rate
  • Collect significant amount of data on NX color preference and driving behaviour which helps the brand’s furture re-markteting

Lexus Chatbot

Functions

Branding, Information Display, Customer Service, Live Chat

Platform

Facebook

Number of conversations

38,000+

Campaign Period

Dec 2018 to present

After attracting subscribers through the NX Be Your True Self campaign, Lexus decided to keep it up by putting a simple customer service chatbot on its Facebook page to boost customer engagement and improve customer service.

 

The chatbot will guide users through the journey with choices and lead them to various pre-defined paths. Once the chatbot can identify their interests, such as booking for a test drive and asking for a price plan, it will automatically create a ticket and alert the sales team on another messaging app. The sales team can then communicate with the users with this cross-app live chat capability.

Significance

  • Captured 2 times more sales leads than current method
  • More than 88% of quiz completeion rate
  • Collect significant amount of data on NX color preference and driving behaviour which helps the brand’s furture re-markteting

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