How WhatsApp Helps Cars24 Drive 33% of Sales

Overview

CARS24 is a tech-first organization at the forefront of the business of selling and buying pre-owned cars, which can be a tedious process with prospective buyers and sellers with plethora of questions around the type of car, preferred brands, vehicle age, mileage, pricing, and more. The Company sought to provide a unique end-to-end digital shopping and transaction experience by deploying an Intelligent Virtual Assistant on its app and WhatsApp.

Challenge at Hand

CARS24 saw an explosion in demand for its services following the changing consumer behavior during the COVID-19 pandemic. The demand was so high that CARS24 had a 200% increase in support volumes, while the average monthly traffic shot up to 13 million and while transactions increased to half a million.

• Handling large volumes of repetitive support queries such as car evaluation proved a major challenge

• Wait time for customer queries were extending to minutes and had to be reduced to seconds

• Average query resolution time also had to be improved to achieve customer satisfaction (CSAT)

How Haptik Offered a Solution

To engage users at the right time, drive faster customer responses and bring in a live agent for efficient support to user queries, CARS24 collaborated with Haptik to build a chatbot for deployment on CARS24’s website and app. 

The chatbot helped CARS24: 

• Convert user conversations into leads by collecting information such as name, contact number, and email and passing it to sales agents

• To enable prospects to get a car evaluation by chatting with the Cars24 chatbot

• Get instant, on-demand responses to FAQs

Results

The implementation of the IVA helped CARS24 improve its sales, with more than 33% of the sales happening via chat support. It’s seamlessly handled more than 100,000 conversations and its cost per sale has been 75% cheaper as compared to a call center.