Challenge
Pylon needed to enhance the customer service experience for customers requiring wiper blade replacements for their automobiles. Because the existing experience was outdated, customers had difficulty in identifying the correct blades to purchase, leading to frustration and poor user experience.

Solution
Blacc Spot Media built an intelligent SMS Bot that allowed customers to use a Short-Code allowing them to text in their vehicle’s year, make and model in order to receive detailed information on the right wiper blades for their vehicle. Additionally, customers have the ability to receive reminders and promotions.

Results
The intelligent SMS Bot solution facilitated a 95% decrease in the time it took customers to identify the appropriate wiper blades for their vehicles. Additionally, the marketing team could use the information collected to send promotions and reminder messages to facilitate enhanced customer engagement.