Case Study: Carsome achieves 10% higher lead quality with Infobip

Carsome Lead conversion up by 10% with omnichannel customer experience and real-time support

Carsome needed to improve a fragmented customer journey caused by siloed communications, which was hurting the overall customer experience and slowing support. The company wanted a single platform to manage service, transactional, and promotional interactions, and it chose Infobip’s omnichannel customer experience and real-time support solutions.

Infobip implemented Answers to automate communication through preferred channels like web Live Chat and WhatsApp, Conversations to help agents handle complex queries, and SMS to streamline verification. As a result, Carsome reduced wait times, improved lead quality by 10%, and increased appointment confirmations by 7%, enabling a more digitized car-buying experience.

Carsome

Anna Kim

Regional Marketing Director