Case Study: CARSOME achieves 10%+ higher conversions and 60% faster responses with Bird WhatsApp

Carsome boosts conversions 10%+ and speeds responses 60% with Bird

Carsome, Southeast Asia's largest integrated car e-commerce platform, faced a complex customer journey with siloed and inefficient communications. Relying heavily on manual processes and traditional SMS, which had low conversion rates, they needed to consolidate various channels into a single platform to improve customer engagement. They partnered with vendor Bird to leverage its capabilities, particularly for WhatsApp integration.

Bird provided a centralized platform that automated updates, enabled personalized messaging, and introduced self-service chat options via Flows. This solution allowed Carsome to maintain constant communication throughout the customer journey. As a result, Carsome achieved over 60% faster response times, boosted conversions by more than 10% during the pre-screen process via WhatsApp, and gained greater visibility into their communications for improved customer satisfaction.

Carsome