Before
ICX is an international lead generation service to the automotive industry, offering fulfilled chat, email, and call enquiries. With over 20,000 average chats a month across Europe, the UK, and the Middle East, the brand aims to help automotive dealers meet the growing expectation for personalized digital services.
To achieve this, ICX serves their customers using the latest technologies and software solutions. Moreover, the brand works closely with its end customers to add a significant return on investment.
As such, when ICX was looking for a new chat platform to use with their end customers, they had two major requirements. They needed an enhanced chat platform that could help them:
- Capture and convert more leads.
- Fully customize the chat widget UI for each client.
Getting Talkative
To help ICX meet its goals, Talkative worked closely with the brand to ensure that all user interfaces were fully customizable for each individual client. This was achieved through the use of Talkative’s no-code widget builder - a feature which enables users to brand their chat interfaces down to a granular level.
In turn, each of ICX’s clients was able to create an on-brand widget that retained their organization’s identity, providing a sense of continuity for ICX’s customers as well as their end users.
From there, ICX’s advisors could take advantage of Talkative’s enhanced live chat to nurture warm leads before passing them directly back to the dealer. With this happening in real-time, dealers could concentrate on their businesses while leads were collected for them.
After
Since deploying Talkative, Client Services Director Rachel Hooper had this to say:
“We were immediately impressed by Talkative’s holistic approach to website communication… We migrated a large number of clients from our previous supplier. It was a big step for us, however the transition was smooth, which included an integration into our custom lead distribution API. The reporting was set up to meet our internal SLAs, and the chat console has been continually refined to match our need for a high-performance agent experience, with some agents running over 10 concurrent chats! We now have 24-7 support, with issues solved quickly and efficiently from an agile UK-based engineering team.”
What’s more, ICX has since integrated their live chat system with Talkative’s social messaging functions. It means they can now meet more of their client’s customers across channels like Facebook, Google Business Messages, WhatsApp, and SMS/MMS messaging.
