About

India’s leading car search venture that helps users buy the right car. Their vision is to construct a complete ecosystem for consumers and car manufacturers, dealers and related businesses so that consumers have easy and complete access to not only buying and selling cars, but also manage their entire ownership experience, be it accessories, tyres, batteries, insurance or roadside assistance.

Problems

CarDekho has a user base of 70 million + and customers reach out with all sort of queries – price details, manufacturer details, colours availability, etc. Coping up with large volume of queries and reverting 24×7 was the need of the hour. In addition, as per their vision, they wanted to bring in asynchronous communication with their customers, automated lead generation, and provide cross-sell and up-sell real time.

Client key needs

1. Automated resolution to queries over Whatsapp
2. Instantaneous ticket handling and 24×7 availability
3. Automated lead generation
4. Handle Hindi, English and Hinglish languages
5. Automated cross-sell and up-sell at run time

Key achievements with Rezo

• Respond to 90% + customer queries automatically
• Resolution time being mili-seconds
• Automated identification of customer’s intent (price, dealer, colours, manufacturer, comparison, etc)
• Automated drill down at data level (city, car, manufacturer, etc)
• Automated lead creation without any human intervention
• Ability to cross-sell and up-sell