Case Study: CEAT Generates Quality Leads with Haptik's WhatsApp Chatbot

How CEAT tailored a ‘Frictionless’ Customer Experience using AI

CEAT, a leading tyre manufacturer, wanted to create more effective, engaging conversations at scale to generate high-quality leads, improve conversion rates, and strengthen its presence on messaging platforms. To address this, CEAT partnered with Haptik and used a WhatsApp chatbot to support customer inquiries, provide product guidance, and handle complaint logging and tracking.

Haptik implemented a WhatsApp experience with chatbot automation, live agent handoff, and proactive messaging to re-engage dropped-off leads with relevant updates and offers. The results were strong: CEAT saw a 542% increase in leads, achieved a 28% lead-to-conversion rate, and reduced cost per lead by 70% versus social channels, while also lowering agent load and acquisition costs.

CEAT

Mahesh Soni

Sr Lead Digital Channel Experience