Infobip
Case Studies
Carsome: Enhancing Lead Conversion with Omnichannel Customer Experience and Real-Time Support
Overview
Carsome: Enhancing Lead Conversion with Omnichannel Customer Experience and Real-Time SupportInfobip |
Platform as a Service (PaaS) - Application Development Platforms Sensors - Autonomous Driving Sensors | |
Automotive E-Commerce | |
Procurement Sales & Marketing | |
Chatbots Smart Parking | |
Testing & Certification | |
Operational Impact
The implementation of an omnichannel customer experience strategy led to significant operational improvements for Carsome. The company was able to engage with customers throughout their journey and at every touchpoint through a single platform. This resulted in increased customer satisfaction due to real-time problem resolution and improved response rates. The always-on support and seamless agent takeover for complex queries led to fewer complaints and better reviews. The quality of leads improved due to friction-free verification and chatbots filtering requests before being sent to the agents to handle. The process of lead conversion was optimized by being present on the customers’ preferred channels. Furthermore, agent experience and productivity were enhanced due to keyword chatbots dealing with FAQs and simple queries. The adoption of an omnichannel customer experience strategy optimized the customer experience leading to quality leads, quicker conversions, and higher sales. | |
Quantitative Benefit
10% improvement in lead quality | |
7% increase in leads confirming appointments | |
Lower wait times for customers | |