Enhancing Customer Engagement & Efficiency for a Carsharing Service via WhatsApp Business

A leading carsharing company needed to streamline customer communication, reduce response times, and increase bookings while maintaining a high-quality user experience. The goal was to implement an instant, automated, yet personalized support system that could handle FAQs, booking confirmations, incident alerts, and agent-assisted queries—all within WhatsApp, a platform familiar to users.

The company partnered with indigitall to develop a WhatsApp Business Platform solution, combining:

Smart Chatbot with Predefined Scripts (FAQs)

• Available in English & Spanish for instant query resolution.
• Quick access to essential info (pricing, booking steps, policies).
• Reduced wait times, driving faster conversions.

Proactive Messaging (API-Driven Automation)

• Booking confirmations & reminders → Lowered cancellations.
• Accident alerts → Instant detection & support for car incidents.
• User loyalty reports → Kept customers engaged with activity updates.
• Traffic fine notifications → 34% reduction in unpaid fines.

Human-Agent Hybrid Contact Center

• Agents handled complex issues only, improving efficiency.
• Automated templates & queue management → Faster responses.
• Data-driven insights → Optimized service performance.

The WhatsApp Business solution transformed customer interactions, delivering:

✅ +300,000 users engaged
✅ 3,000,000+ services managed efficiently
✅ 34% fewer unpaid traffic fines (automated reminders)
✅ Reduced cancellations (proactive booking confirmations)
✅ Faster incident resolution (real-time accident alerts)

• Bidirectional communication → Users got instant responses, while agents focused on critical cases.
• Automation + human support → Balanced speed and personalization.
• Proactive alerts → Improved safety, compliance, and user trust.