CarDekho: Enhancing Customer Engagement and Support with WhatsApp Business Platform
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
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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