Success story
How Club Comex Achieved a Successful Digital Transformation with the Implementation of an AI Chatbot
Increase in Club Comex Members
Transfer to Agents
Who is Club Comex?
Club Comex is the loyalty program offered by Comex, one of the leading paint manufacturers and distributors in Mexico. With an extensive network of over 5,000 retail stores, Comex serves a broad customer base, participating in nearly 40 million projects annually. Club Comex members earn points with each purchase, which can be redeemed for future purchases or a variety of available rewards.
Club Comex on WhatsApp
In 2020, Comex launched a new project to strengthen its loyalty program, Club Comex. The goal was to provide a digitalized experience and improve customer service in a strategic and effective manner.
In April 2020, the Brochazo bot was launched, revolutionizing the communication dynamics with customers by allowing them to interact smoothly via WhatsApp. Natural Language Understanding (NLU) has enhanced the customer experience by providing quick and accurate responses to inquiries, resulting in only 4% of conversations requiring transfer to agents.
The inclusion of digital channels for program registration has simplified and democratized the process, further facilitating access to Club Comex services. This strategy has set a milestone in the efficiency and accessibility of the loyalty program, increasing program memberships by 56%.
Currently, the bot offers users the following services: store locations, product information, promotions, points inquiries, contests, and more.
