Infobip Case Studies CarDekho: Enhancing Customer Engagement and Support with WhatsApp Business Platform

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	CarDekho: Enhancing Customer Engagement and Support with WhatsApp Business Platform Infobip

CarDekho: Enhancing Customer Engagement and Support with WhatsApp Business Platform

Infobip

Technology Category	Platform as a Service (PaaS) - Application Development Platforms Sensors - Autonomous Driving Sensors
Applicable Industries	Automotive
Applicable Functions	Procurement Sales & Marketing
Use Cases	Smart Parking Vehicle-to-Infrastructure
Challenge	CarDekho, India's leading auto tech company, was facing a challenge in meeting customer communication demands. The company, which provides end-to-end car research services, was relying on traditional channels such as SMS and email to notify prospects about deals. However, with the changing communication preferences of customers in the Indian market, these channels were proving to be less effective. Customers were seeking new ways of communicating with brands, and CarDekho needed to adapt to these changes to maintain its position in the market. Read More
About Customer	CarDekho, founded in 2008, is India's leading auto tech company that assists users in buying cars that suit their needs. The company's website and mobile app provide rich automotive content such as expert reviews, detailed specifications and prices, comparisons, and multimedia content of all car brands and models available in India. CarDekho has partnerships with over 10 auto manufacturers, more than 54,000 auto dealers, and numerous financial institutions to facilitate the purchase of vehicles. The company serves as a comprehensive car research portal where customers can find information based on their car preference and current car buying state. Read More
Solution	To address this challenge, CarDekho decided to leverage the WhatsApp Business Platform to drive customer engagement. Given the popularity of WhatsApp as a chat app in India, it was a logical choice for a new communication channel. CarDekho partnered with Infobip, a vendor listed by Facebook for providing businesses with the WhatsApp Business Platform. The platform offered several features that appealed to CarDekho, including contextual communication, policies against spam, high reach and engagement, and the ability to share rich content. CarDekho used WhatsApp to send alerts to prospective buyers about cars that matched their search criteria, offering real-time support throughout the purchase journey. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Sensors - Autonomous Driving Sensors

Applicable Industries

Automotive

Applicable Functions

Procurement

Sales & Marketing

Use Cases

Smart Parking

Vehicle-to-Infrastructure

Challenge

CarDekho, India's leading auto tech company, was facing a challenge in meeting customer communication demands. The company, which provides end-to-end car research services, was relying on traditional channels such as SMS and email to notify prospects about deals. However, with the changing communication preferences of customers in the Indian market, these channels were proving to be less effective. Customers were seeking new ways of communicating with brands, and CarDekho needed to adapt to these changes to maintain its position in the market.

About Customer

CarDekho, founded in 2008, is India's leading auto tech company that assists users in buying cars that suit their needs. The company's website and mobile app provide rich automotive content such as expert reviews, detailed specifications and prices, comparisons, and multimedia content of all car brands and models available in India. CarDekho has partnerships with over 10 auto manufacturers, more than 54,000 auto dealers, and numerous financial institutions to facilitate the purchase of vehicles. The company serves as a comprehensive car research portal where customers can find information based on their car preference and current car buying state.

Solution

To address this challenge, CarDekho decided to leverage the WhatsApp Business Platform to drive customer engagement. Given the popularity of WhatsApp as a chat app in India, it was a logical choice for a new communication channel. CarDekho partnered with Infobip, a vendor listed by Facebook for providing businesses with the WhatsApp Business Platform. The platform offered several features that appealed to CarDekho, including contextual communication, policies against spam, high reach and engagement, and the ability to share rich content. CarDekho used WhatsApp to send alerts to prospective buyers about cars that matched their search criteria, offering real-time support throughout the purchase journey.

Impact #1	The implementation of the WhatsApp Business Platform proved to be a significant success for CarDekho. The platform's rich messaging capabilities, including the ability to send high-resolution images, were ideal for providing detailed information about vehicles and support to customers. The convenience of the messaging channel was evident in the high number of sessions that occurred on the platform throughout the campaign. Furthermore, the low opt-out rate indicated a high level of customer satisfaction with the new communication channel. The use of WhatsApp Business Platform has enabled CarDekho to enhance customer engagement and provide superior support.

Impact #1

The implementation of the WhatsApp Business Platform proved to be a significant success for CarDekho. The platform's rich messaging capabilities, including the ability to send high-resolution images, were ideal for providing detailed information about vehicles and support to customers. The convenience of the messaging channel was evident in the high number of sessions that occurred on the platform throughout the campaign. Furthermore, the low opt-out rate indicated a high level of customer satisfaction with the new communication channel. The use of WhatsApp Business Platform has enabled CarDekho to enhance customer engagement and provide superior support.

Benefit #1	The campaign generated 15,000 conversations per day
Benefit #2	An average of 600 – 700 inquiries requesting detailed information about vehicles and support from CarDekho were received daily
Benefit #3	The campaign resulted in two million sessions on the platform

Benefit #1

The campaign generated 15,000 conversations per day

Benefit #2

An average of 600 – 700 inquiries requesting detailed information about vehicles and support from CarDekho were received daily

Benefit #3

The campaign resulted in two million sessions on the platform

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Overview

CarDekho: Enhancing Customer Engagement and Support with WhatsApp Business Platform

Operational Impact

Quantitative Benefit