Omni-channel customer journey with automation
APIS
CHATBOT
SMS
WHATSAPP
LIVE CHAT
EMAIL
CCAAS
STREAMLINING
PERSONALISATION
CONTINUITY / RESILIENCE
LEAD CONVERSION
FRAUD / ID
CX SATISFACTION
RESPONSE TIME
Summary
Malaysia used car sales Carsome, implemented omnichannel communication, achieving 10% lead conversion increase and 2X more leads confirming appointments.
Challenges
Agent inefficiencies, communication flow issues, and the need for improved lead conversion and quality were key business challenges.
Solution
Malaysia used car platform integrated Infobip's omnichannel strategy for improved customer service and 10% lead conversion increase.
Outcome
Lead Conversion - Carsome's omnichannel strategy increased lead conversions by 10%, doubled appointment confirmations, and improved customer interaction quality.
Sources
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