Infobip
Case Studies
Bajaj Auto: Leveraging WhatsApp and RCS for Enhanced Customer Engagement and Conversion Rates
Overview
Bajaj Auto: Leveraging WhatsApp and RCS for Enhanced Customer Engagement and Conversion RatesInfobip |
Networks & Connectivity - 5G Sensors - Haptic Sensors | |
Automotive Cement | |
Sales & Marketing | |
Chatbots Time Sensitive Networking | |
Testing & Certification | |
Operational Impact
The implementation of WhatsApp and RCS as new communication channels led to significant improvements in Bajaj Auto's customer engagement and conversion rates. Customers were spending close to 3.5 minutes engaging with its chatbot and downloading brochures, compared to the 90 seconds they used to spend on their website. The use of WhatsApp for the Pulsar 250 launch resulted in a 2x increase in conversions, with some campaigns seeing a rise in conversion rate as high as 3x. The visual and dynamic nature of RCS led to a surge in click-through rates – from 1% with text messages to 8% with RCS. Additionally, with Infobip’s OTP solution, OTP deliverability has increased, leading to a decrease in customer complaints. Today, Bajaj Auto has automated funnel management to a large extent thanks to the ability to collect customer preferences over WhatsApp and RCS and send them directly to its dealers instead of having call center agents reach out to each lead. | |
Quantitative Benefit
2x increase in conversions | |
8% surge in click-through rates | |
133% rise in engagement time | |