CASE STUDY

How IndiaMart increased buyer conversion by 33% with AiSensy

Explore the unique use case of IndiaMart, how they used WhatsApp to reduce their team's workload & achieve a massive 33% increase in buyer conversion rate; all via AiSensy.

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COMPANY OVERVIEW

About IndiaMart

IndiaMART is India's largest online B2B marketplace, connecting buyers and suppliers across various industries. With over 108 million products across 98 categories, IndiaMART is a critical hub for business transactions nationwide.

IndustryB2B Marketplace

HeadquartersNoida, Uttar Pradesh

ProductsIndustrial machinery, consumer electronics, and apparel

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The Challenge

Managing Enormous Volumes of Buyer Enquiries

50 Lakh Enquiries Per Month

IndiaMart receives 50 lakh enquiries monthly from buyers across India. Their traditional process involved calling each buyer to verify and approve their enquiries.

2 Crore Calls Per month

To handle the immense enquiry volume, IndiaMart operated 8 call centers, making 2 crore calls monthly to connect with buyers.

Buyer Irritation

On average, a buyer received 4 calls per enquiry, leading to frustration, complaints, and blocked numbers.

The Solution

How AiSensy Helped IndiaMart Overcome These Challenges

Replacing Outgoing Calls with WhatsApp Messages

AiSensy enabled IndiaMart to replace time-consuming calls with WhatsApp messaging. This transition significantly reduced the team’s workload while maintaining high levels of buyer engagement.

Key Features:
• Automated messages with chatbot integration.
• Quick Replies and CTA Buttons for seamless interactions.

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Introduction of WhatsApp Forms

With AiSensy’s WhatsApp Forms, IndiaMart could:
• Collect product preferences, quantities, and delivery details directly from buyers.
• Streamline the enquiry and approval process without the need for repetitive calls.

Impact:
• Faster enquiry approval.
• A smoother, more convenient buyer experience.

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WhatsApp Automation for Order Confirmations

IndiaMart streamlined key operations using AiSensy, automating tasks such as:

• Order confirmations,
• Shipping updates,
• Delivery notifications.

This automation saved time and maintained seamless, consistent communication with buyers.

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The Results

Game changing Results from Day 1!

33% More Buyer Conversion

WhatsApp 50L
Enquiry approved 10L

60% Less Complaints

Since every buyer is getting just one WhatsApp message and not four calls on an everage - buyers stopped camplaining about being irritated

3x More Customer Engagement

On WhatsApp and improved customer satisfaction

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Features Loved by our Clients

Collect Payments on WhatsApp

Yes! Collect Payments now on WhatsApp Seamlessly with WhatsApp Pay and other modes of Payments (Razorpay, Payu etc) and grow your revenue.

Ads that Click to WhatsApp

Run Ads on Facebook & Instagram that land on WhatsApp. 5X Your lead generations & 2-3X Conversions Instantly!

Run Ads from AiSensy, smartly segregate your leads and build Chatbot Flows to automate everything!

Multiple Human Live Chat

Have multiple team members to drive Live Chat Support on the Same WhatsApp Business Number.
Filter Chats according to tags, campaigns and attributes for Smart Agent Chat Routing.

Real-Time Analytics

Track your campaign results in real-time.

Monitor Read, Replied & Clicked rates for each campaign and retarget smartly for higher conversions!

Smart Retargeting for 3X Sales

Segregate your Audiences Smartly and Re-Broadcast for Higher Conversions!

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