How Titan Overcame CX Challenges During the Lockdown by Utilizing Locobuzz

The Titan Company, a subsidiary of the Tata Group, is the fifth-largest watch manufacturer in the world. An established brand that has been around since 1984, Titan is also India’s largest branded jewelry maker through Tanishq. It also operates Titan Eyeplus and Fastrack.

Titan is widely recognized as a greatly dependable brand with loyal customers and stores all across the country. The brand also has an online presence through its own website and ships products to customers all over.

Objectives

For Titan, the primary objective was to reach out to as many customers as possible by utilizing a previously untapped digital channel: WhatsApp. For Titan, outdoing the competition when it came to listening and responding to customers was another major objective. The brand wanted to optimize WhatsApp Business Solution to leverage omnichannel communications using Locobuzz’s robust ORM and integration service.

In an age when conversational commerce is a major pot of gold and a mine of potential customers, Titan aimed to utilize this to their advantage by deploying Locobuzz. Furthermore, the brand looked at bringing increased personalization to customer conversations.

Solutions

Titan, through Locobuzz’s integration services, used WhatsApp to add a crucial peg to their existing ORM and Customer Management suite. The brand, as a result, communicated with an increased number of potential new customers over WhatsApp; a messaging app immensely popular in India.

Simple. Firstly, the real-time updates. Secondly, the tool’s auto-response feature – which saved a lot of time and answered many queries in a systematic and timely fashion. Lastly, we stuck to the designated SLA of 20 minutes – for ALL Social Media concerns. Mostly, we thrived on the fact that we had many options from different tool features to rely on in terms of crisis management.

Outcomes

As a result of optimizing WhatsApp and leveraging omnichannel communications, Titan saw more than 97,000 tickets and over 3,70,000 messages from customers! Also, over 64,000 unique users reached out to Titan in a period of one year starting October 2019. The brand also saw an overall improvement in customer satisfaction as they promptly answered queries, resolved complaints, and dispensed product & brand information and purchase logistics with ease.

Moreover, every user sent the brand an average of six messages and, in August and September 2020 alone, Titan generated over 102 leads through WhatsApp business.

Simple. Firstly, the real-time updates. Secondly, the tool’s auto-response feature – which saved a lot of time and answered many queries in a systematic and timely fashion. Lastly, we stuck to the designated SLA of 20 minutes – for ALL Social Media concerns. Mostly, we thrived on the fact that we had many options from different tool features to rely on in terms of crisis management.”