Meet Marco Lenzhofer, Product Manager and responsible for UX at MeinAuto.de, the number one online retailer for new cars in Germany. MeinAuto forms part of the MeinAuto Group, specialized in vehicle and mobility subscription with four brands under their name. MeinAuto is not any other online car retail — they're a one-stop haven for car enthusiasts.
With lots of choices in their offering, including over 40 brands and hundreds of different models, MeinAuto goes beyond the ordinary. Their commitment is clear — guiding customers throughout the entire customer journey. From those crucial decision-making moments to securing the best payment options, all the way to doorstep car delivery — MeinAuto makes it all possible without the hassle of visiting a physical dealership.
The dreaded bounce rate
MeinAuto.de is firmly committed to a user-centric approach and consistently conducts research to better understand its customers. This allowed them to identify two distinct customer profiles:
- Those who were clear about what they were seeking in a car;
- And those who required more guidance in their decision-making process to meet their specific needs.
This latter group was showing high bounce rates on the homepage of their website. They required specific assistance to find the car that aligned with their needs.
The existing user journey that led users through the website only guided by the UX was a method riddled with unanswered questions, such as whether they fully understood the information on the homepage or were tech-savvy.
This approach had the potential for customers to leave the website without purchasing. Facing this lead acquisition challenge, MeinAuto initially developed a manual method to guide users through their car selection process and provide them with recommendations based on their buying criteria. It was effective, prompting them to seek a more professional and interactive solution for car recommendations.
That's when they discovered Landbot and chatbot benefits, aligning perfectly with their vision for an interactive and conversational user experience.
A new and automated lead management approach with Landbot
MeinAuto found that Landbot’s chatbot solution was what they were looking for — a conversational experience that guides potential customers to discover the right car and payment options.
Landbot plays a pivotal role in the initial stages of their customer journey, assisting MeinAuto’s Revenue teams in their job of effectively engaging high-quality leads. This is a team effort. Once the lead information is captured by the Marketing team, that valuable information is automatically handed over to the Sales team, which they call Car Coaches. These Car Coaches ultimately call the potential customers to help them complete the purchase process.
But, what happens if the customer is not ready to buy?
Apart from receiving recommendations, potential customers have the option, within the chatbot flow, to connect with the sales team. This process involves the bot asking for their phone number, which is then seamlessly pushed into Google Sheets and their in-house CRM, a native integration available in Landbot. This entire process is fully automated, ensuring a smooth transition to the Sales Team.
Now and going forward
Looking into the future, MeinAuto is also considering using Landbot in their Customer Success department, assisting in post-purchase experiences. That solution could, for instance, address customers’ questions about the car delivery schedule. “This way, we would cover the entire customer journey with Landbot.”
Marco Lenzhofer | Product Manager - MeinAuto
Marketing Manager | Conversational Design
More leads in less time
Landbot significantly enhanced the efficiency of MeinAuto.de’s system. They observed a remarkable 10% increase in leads generated for customers who interacted with the chatbot on the homepage.
The main benefits of Landbot’s conversational AI solution are crystal clear to Marco: Easy setup, user-friendliness, and seamless and fast implementation. It allowed MeinAuto to set in motion—within a matter of hours—a whole system that otherwise would’ve taken days to build.
Landbot's drag-and-drop functionality, native integrations like Google Sheets and Slack, and the added flexibility of webhooks make it a versatile asset for MeinAuto.
Marco Lenzhofer | Product Manager - MeinAuto
MeinAuto’s mission is to support the user along the entire customer and purchase journey. With Landbot, they’re able to do just that, and there’s someone there for their customers all day, every day.