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How OYO Scaled Customer Engagement Across 80 Countries with Conversational AI
OYO partnered with Gupshup to connect with their customers and partners across multiple geographies and messaging channels.
Powering OYO's customers through AI-driven conversational experiences
700+
70%
5
Achieving 100% reach across five key markets worldwide
About the Brand
OYO is a global platform that empowers entrepreneurs and small businesses with hotels and homes by providing full stack technology that increases earnings and eases operations. They bringi affordable and trusted accommodation that guests can book instantly.
The Brand’s Challenge
The Scale Problem: When Global Growth Outpaces Customer Connection
As OYO rapidly expanded across 800 cities in 80 countries, maintaining personalized customer engagement became increasingly complex. The hospitality giant struggled with declining customer retention as their geographically dispersed customer base made it difficult to deliver timely promotional offers and gather meaningful feedback. Traditional communication methods couldn’t scale across multiple international markets, languages, and time zones. OYO needed a unified solution to manage opt-in preferences, run targeted marketing campaigns, handle customer grievances efficiently, and maintain consistent service quality across diverse global markets while supporting their aggressive growth strategy.
The Solution
From Chaos to Control: OYO’s Omnichannel Transformation
Gupshup deployed an integrated omnichannel messaging platform that unified OYO’s customer communications across all global markets. The solution included secure two-factor authentication with voice OTP fallback, enabling instant customer verification worldwide. Advanced chatbots streamlined grievance resolution, reducing response times and eliminating repetitive customer service interactions. Mobile marketing tools with link tracking powered large-scale promotional campaigns, while web widgets captured real-time NPS scores and customer feedback. A centralized dashboard provided live usage analytics and campaign performance metrics across all geographies, empowering OYO to make data-driven decisions and seamlessly expand into new markets.
The Success
The Results That Spoke Volumes
Gupshup’s conversational platform transformed OYO’s global customer engagement strategy, delivering measurable business impact across all markets. The integrated solution enabled seamless expansion into previously untapped regions while dramatically improving customer satisfaction scores. Real-time analytics provided actionable insights that optimized marketing campaigns and reduced operational costs. Customer grievance resolution became faster and more efficient, eliminating friction in the support process. The unified dashboard empowered OYO’s teams to monitor performance across 80 countries from a single interface, while enhanced opt-in management and NPS feedback collection strengthened customer relationships and brand loyalty worldwide.
Use Case Summary
Solution
Conversational Marketing
and Support
Channel
Omnichannel
Industry
Hospitality
