Case Study: Cars24 Drives 33% of Sales with Haptik's WhatsApp Chatbot

How Cars24 is driving 33% of sales via WhatsApp

CARS24, a tech-first auto-eCommerce marketplace, faced a surge in demand during the COVID-19 pandemic that drove a 200% increase in support volumes. With average monthly traffic reaching 13 million and many repetitive queries around car evaluation, the company needed to cut wait times from minutes to seconds and improve customer satisfaction. Haptik helped power this experience with an intelligent virtual assistant on the app and WhatsApp.

Haptik built a chatbot for CARS24 to capture leads, provide instant FAQs, and help prospects get car evaluations while routing users to live agents when needed. The solution handled over 100,000 conversations, enabled more than 33.3% of monthly sales through chat support, and reduced cost per sale by 75% compared with the call center.

Cars24

Hitesh Sharma

Senior Manager