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AkzoNobel launched international ‘Dulux Promise’ campaign digitally with AI-powered Virtual Advisor
Digital customer loyalty campaign helped in quickly addressing and resolving any instances where quality commitment is not met by replacing the product
Gupshup powers AkzoNobel's customer journey with intelligent omnichannel solutions
85%
4+ min
15+
Delivering personalized, multilingual customer service at scale
Through Gupshup, we were able to see data and insights which we would have never seen otherwise. We have always assumed consumers are less involved in our category; however, we now realize that they are involved once they get into the purchase journey and explore all avenues to get information.
About the Brand
A Dutch Multinational Manufacturing Company
AkzoNobel is a Dutch multinational company that specializes in paints and coatings, as well as the production of specialty chemicals.
They are a global leader in these industries, operating in over 150 countries and offering a wide range of products for both industrial and consumer markets. Their portfolio includes well-known brands like Dulux, Sikkens, International, and Interpon.
The Brand’s Challenge
As a global leader in the paints and coatings industry, AkzoNobel operates in a highly competitive market, where maintaining customer trust and product satisfaction is critical.
With its flagship brand Dulux, the company aimed to launch a digital customer loyalty campaign centered around the “Dulux Promise”—a guarantee that if the product did not meet customer expectations, it would be promptly replaced. However, executing this campaign at scale presented several challenges.
AkzoNobel needed a robust, end-to-end customer support system capable of managing high volumes of service requests, validating claims, and issuing replacement vouchers efficiently across multiple digital channels. Additionally, the company sought a solution that could not only handle post-purchase support but also assist customers throughout their decision-making and buying journey, ensuring a seamless and scalable experience across regions and platforms.
The Solution
Omnichannel Virtual Advisor Offering Seamless Customer Service
To power the Dulux Promise campaign, Gupshup’s Virtual Advisor served as the backbone of AkzoNobel’s customer support experience, delivering a seamless, end-to-end journey for customers seeking product replacements. The solution ensured a hassle-free process—from registering requests and validating claims to issuing e-vouchers—all through an intuitive, automated system. Gupshup developed a customized backend support framework that was scalable and adaptable across AkzoNobel’s international markets.
Its omnichannel capabilities enabled consistent customer engagement across multiple platforms including WhatsApp, Facebook Messenger, Zalo, and the AkzoNobel website, significantly increasing campaign reach and visibility while ensuring customers received timely, efficient support.
The Success
Delivering Award-winning Customer Service Experience Globally
85% of campaign engagement is handled by a Virtual Advisor
While 100% of the customer claims as part of the Dulux Promise campaign were handled by Gupshup’s Virtual Advisor, 85% of the total engagements were exclusively handled by the Virtual Advisor, with no human agent involvement, leading to a reallocation of human agents to higher-value tasks.
Customer engagement time increased to 4+ minutes
The average customer spends a noticeably short time browsing websites or interacting with brands during their shopping journey. With Gupshup’s Al-enabled intelligent Virtual Advisor, we were able to increase the interaction time to 4+ minutes, which is significantly longer than time spent by customers browsing websites, resulting in a big win for the brand.
Use Case Summary
Solution
Conversational Support
Channel
Omnichannel
Industry
Paints and Chemical
