BAS Trucks is the biggest truck and trailer dealer in Europe. The company sells used trucks, machines, vans, semi-trailers, and even firetrucks. From their modern headquarters in Veghel, The Netherlands, you can see thousands of vehicles being prepared and waiting to get sold.
Every day, BAS Trucks' sales team gets a lot of messages from businesses that want to either sell or buy vehicles. In order to give every inquiry the attention it deserves, the team uses Trengo.
The challenge: offering fast and high-quality service to international customers
BAS Trucks' sales teams get about 30 to 40 messages a day from potential customers. These messages land in their Trengo inbox via live chat and WhatsApp. To offer the best possible service, they want to to answer all questions as soon as possible. And that's easier said than done, especially before they started using Trengo.
"Because of the growing amount of daily inquiries of customers that speak a lot of different languages, we were struggling to reply to messages in a timely manner", says Fleur van Heertum, sales employee at Bas Trucks. "Besides that, there was always a possibility of missing out on leads because it wasn't possible to contact us outside of business hours."
That's why the BAS Trucks team had to start looking for a way to help their international customers in a more efficient way and collect leads outside of business hours.
The solution: a multilingual flowbot
By now, BAS Trucks has found about a hundred new digital team members: Trengo's flowbots. By using these bots, BAS Trucks' website visitors get helped automatically in a language of their choice. The flowbot leads users multiple choice questions to lead visitors through a 'flow' to the information they are looking for. The bot helps them to make appointments, request quotations and gives information about orders.
"We offer our flowbot in no less than 13 languages, which is pretty unique in our market," says Bram van Buul, portal- and web specialist at BAS Trucks. "You can interact with our flowbot in English, Dutch, French, Spanish, Italian, Portuguese, Polish, Croatian, Romanian, Bulgarian, Russian, and Arabic. I think those were all of them," he says with a smile.
As a website visitor, you can either choose to talk to one of BAS Trucks' sales employees or finish the entire flowbot. Bram: "All finished flowbot conversations are sent to our ERP system, which we recently connected to Trengo. The live chats are collected in our Trengo inbox."
"We receive the live chat conversations in our Trengo inbox and the finished flowbot conversations are received in our ERP system."
For every language they offer, BAS Trucks also has another flowbot that gets activated outside of business hours. "Here, our website visitors can still go through the flow, but they can't choose to be forwarded to one of our employees. This way, we can still collect leads outside of our business hours," says Fleur.
The results: efficient service and more orders
"The most important advantage of using flowbots is that we can help our customers faster than we did before," says Fleur. "The flowbot saves us a lot of time because it asks a lot of simple but necessary questions for us. This way, we have a lot of information before we get in contact with customers. This helps us to offer better service."
"In the past month, we've received 57 orders via Trengo's flowbot."
Trengo's live chat is causing BAS Trucks' visitors to get in contact with the sales department faster than before. "Customers that were only browsing and didn't necessarily contact us, are now actually doing so via live chat, WhatsApp or the flowbot. It's more accessible and less time-consuming for them too," says Fleur.
Apart from saving time for the sales team and the customers, Bram says the flowbot also helps them to get more revenue: "In the past month alone, we have received 57 orders via Trengo's flowbot. Those are amazing results, in which Trengo has played an important role."