Infobip
Case Studies
EaseMyTrip: Enhancing Customer Experience and Conversion with WhatsApp, RCS, and SMS
Overview
EaseMyTrip: Enhancing Customer Experience and Conversion with WhatsApp, RCS, and SMSInfobip |
Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms | |
Aerospace | |
Procurement Sales & Marketing | |
Chatbots Time Sensitive Networking | |
Testing & Certification | |
Operational Impact
The implementation of WhatsApp Business, RCS, and SMS significantly improved EaseMyTrip's customer engagement and experience. SMS helped their customers receive important flight information on time, while WhatsApp played a significant role in improving the customer experience by providing a convenient platform for sending e-tickets. The company also addressed the problem of emails containing important flight details not being opened on time. With the positive impact of WhatsApp, EaseMyTrip developed a chatbot to help users make new bookings and receive price alerts, and they are enhancing the chatbot to provide customer support. After sending 5.5 million RCS messages, the new communication channel proved to be a success, with higher open rates and CTR compared to email. The team at EaseMyTrip found excellent value in RCS because of the ability to define multiple customer journeys and enrich them with images and links, while also giving them complete control of the interactions. | |
Quantitative Benefit
10 times more surveys filled | |
2.7% higher conversion rate | |
Open rate of RCS messages was 7% higher compared to email | |