A tech-enabled ride sharing brand partnered with Vizury to grow repeat booking rate at 23%
87%
growth in engagement rate
45%
increase in NPS
12x
ROI achieved
About the Brand
A multinational mobility as a service provider that offers tech-enabled ride-sharing services. It operates privately-owned buses and allows commuters to reserve and pay for rides through its app. The brand operates in 115 cities in 18 countries across Latin America, Europe, Africa and Asia
Goal
With more than 10Mn downloads, the mobility solution provider was facing challenges in converting new app installers and first-time riders. In order to achieve this, the brand partnered with Vizury to leverage the potential of WhatsApp as a messaging channel to drive repeat bookings by delivering enhanced customer experience. Making ride booking and ride hailing experience easier and simpler.
Solution
Vizury’s team of MarTech experts worked along with the brand to launch hyper-personalized campaigns on whatsapp, based on user behavior and intent, allowing customers to book their searched ride and stay up-to-date with their ride details.
Dynamic segmentation to fuel campaign performance
Engage360’s core engine leveraged 40+ consumer attributes to dynamically create segments based on their propensity to book a ride again and re-target them with hyper-personalized campaigns to drive repeat bookings.
Reactivated recent app-installers
The brand created segments to reactivate recent app-installers (3-Day, 7-Day, 14-Day installers) who are not active or who haven’t made their first app booking, via WhatsApp, with the objective to complete the ride booking journey on WhatsApp itself. Thereby reducing journey drop-offs and improving the conversion rates.
The end-to-end ride booking journey on WhatsApp allowed customers to book rides, stay updated with recent offers and other ride-related updates on a daily basis.