Customer story
ComparaOnline
Latin America's price-comparison marketplace lifted car and travel insurance conversion rates by 18% by automating lead qualification and re-engagement on WhatsApp.
Sector
Insurance comparison
Channels
Headline
18% higher conversion rates
The challenge
Too much friction between a lead and a sale.
ComparaOnline is a price comparison site for financial and insurance services in Latin America. Operating in Chile, Brazil, and Colombia, it lets over 1 million monthly active users find the best rates on auto insurance, travel insurance, mortgages, and consumer credit.
The team engaging leads for the car and travel insurance products wanted to improve conversion rates and sales. But as users moved through the funnel, they hit high friction at every step — slowing the sales team down and hurting the chances of new leads converting. The key challenges came down to four things.
- Lead qualification. Without a system to qualify leads, sales agents spent valuable time on people who were just window shopping.
- Managing various numbers. Leads were manually assigned to reps in batches, delaying response time, and reps followed up through different WhatsApp numbers — making it difficult for other team members to access historic conversations.
- Reducing drop-offs.Reactivating leads who dropped off mid-process was costly and inefficient, and the team couldn't set up automatic reminders to bring them back where they left off.
- Late payments.Post-purchase, the marketing team couldn't reach customers who were late on payments without a costly, slow phone call reminding them of their monthly bill.
ComparaOnline needed a platform that could remove friction by automating messages at each phase of the sales process and moving to a more centralized WhatsApp business solution.
The solution
Automated qualification, re-engagement, and context on WhatsApp.
After evaluating several vendors, ComparaOnline picked Bird because it let them make the sales process more efficient by automating lead qualification, routing new leads, and bringing context from conversations to every customer interaction.
- Vetting qualified buyers with automated messages.Messaging flows automated key stages of the buyer's journey, qualifying leads early with a simple automated message. Only the leads who responded and showed genuine interest were handed off to the next available sales rep.
- Automated re-engagement of unresponsive leads.Dormant leads who didn't respond to the first message or call were reactivated with automated reminder notifications over WhatsApp or SMS, and post-purchase monthly payment reminders fired automatically when payments were due or delayed.
- More personalized, streamlined experiences. By integrating WhatsApp conversations with their CRM, reps could access customer profiles and read their forms and conversations — recommending the right products based on customer vehicles or requirements and gauging how urgently coverage was needed.
The results
18% higher conversion, one platform across LATAM.
With WhatsApp Business and Flow Builder, ComparaOnline improved the sales process for its car and travel insurance, reporting an impressive 18% increase in conversion rates for these products.
Sales reps now spend less time on manual tasks and chasing unqualified leads, which ultimately contributes to higher conversions. And they can engage with customers across all of the LATAM countries they operate in through a single platform.
18%
Increase in conversion rates for car and travel insurance products.
1M+
Monthly active users finding the best rates across Chile, Brazil, and Colombia.
Automated
Lead re-engagement and payment reminders, replacing manual follow-up.
“With Bird, we've reduced friction in our buying experience by automating reminders and manual steps in our sales process.”
Andrea Trujillo Godoy, Product Manager, ComparaOnline
Carry-forward reference from bird.com. Metrics and named quotes reported by ComparaOnline.
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