A holiday car rental company that sells via API and wanted the same rigour on WhatsApp

Moovers is a car rental company strongly focused on holiday customers, with deliveries at airports and stations. Its operation is highly automated: almost every booking arrives via API from brokers and travel agencies, with nobody keying it in, and direct sales were marginal.

Customers writing on WhatsApp, on the other hand, were handled manually, without the rigour or the metrics of the rest of the operation. Moovers wanted that channel to work as well as API sales, without adding load to the team, and to measure it with the same indicators.

Bota was switched on for WhatsApp and the website, connected to RentHub, with the same agent and the same rules on both channels. It serves each customer in their language, quotes with the system's real availability and rates, confirms the booking in RentHub and routes questions about ongoing rentals to the company's support channel.

To give the channel a commercial push, Moovers created an exclusive promotion in RentHub, 10% off the first booking on WhatsApp, and Bota announces it in the conversation and applies it to the price: the customer knows from the start that booking on WhatsApp is a better deal, and the channel's conversion improves noticeably.

Each conversation is logged with its outcome, language and timings, so WhatsApp service is measured with the same rigour as API sales.

Almost one in five conversations that reach a quote ends in a confirmed booking, more than half of all conversations arrive outside office hours and holiday customers who write get immediate service in their language. Moovers has metrics on WhatsApp service where there were none before, and a direct channel with its own promotion that wins bookings that used to go through intermediaries.