Driving Sales Through Intelligent Virtual Assistance: A CARS24 Case Study
Technology Category
- Sensors - Autonomous Driving Sensors
Applicable Industries
- Automotive
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Smart Parking
About The Customer
CARS24 is a tech-first organization that is revolutionizing the business of buying and selling pre-owned cars. The company aims to simplify what can be a tedious process, with prospective buyers and sellers often having a plethora of questions around the type of car, preferred brands, vehicle age, mileage, pricing, and more. CARS24 sought to provide a unique end-to-end digital shopping and transaction experience by deploying an Intelligent Virtual Assistant on its app and WhatsApp. The company faced a significant increase in demand for its services during the COVID-19 pandemic, which led to a surge in support volumes and customer queries.
The Challenge
CARS24, a tech-first organization specializing in the buying and selling of pre-owned cars, faced a significant challenge in managing the surge in demand for its services during the COVID-19 pandemic. The company experienced a 200% increase in support volumes, with monthly traffic reaching 13 million and transactions escalating to half a million. The company was inundated with large volumes of repetitive support queries, particularly around car evaluation. The wait time for customer queries, which had extended to minutes, needed to be reduced to seconds to improve customer satisfaction. The average query resolution time also needed to be improved to enhance the overall customer experience.
The Solution
To address these challenges, CARS24 collaborated with Haptik to develop an Intelligent Virtual Assistant (IVA) for deployment on its website and app. The IVA was designed to engage users at the right time, drive faster customer responses, and bring in a live agent for efficient support to user queries. The chatbot was instrumental in converting user conversations into leads by collecting information such as name, contact number, and email, and passing it to sales agents. It also enabled prospects to get a car evaluation by chatting with the CARS24 chatbot, providing instant, on-demand responses to frequently asked questions.
Operational Impact
Quantitative Benefit
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