Electronics
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Afterschool Activities
Sport & Fitness
Beauty Center
Dental Clinic
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Photography & Videography
Car Dealership
Travel Agency & Tour Operator
Goals
- Streamline operations across multiple products and markets
- Automate routine enquiries to reduce manual workload
- Improve response speed and lead management
Solutions
- Customized AI Agent templates for various customer journeys
- Deployed AI Agents to handle most enquiries quickly
- Implemented lead tracking and routed only serious buyers to the team
iMotorbike is an online marketplace for buying and selling pre-owned motorbikes in Malaysia and Vietnam. The company also offers insurance renewals and express repair services, serving thousands of riders daily through digital channels. Managing multiple customer journeys across two countries posed significant operational complexity.
The problem
iMotorbike received high volumes of enquiries daily, more than its team could handle during business hours. Messages piled up across channels and it was difficult for agents to keep track of which customers had been attended to.
Additionally, different enquiry types — buy, sell, insurance renewal and repairs — were mixed together, so leads often landed with the wrong team. Without intent-based routing, handoffs to the right team were slow, context was lost and qualified buyers or sellers often dropped off during the delays.
iMotorbike needed a platform with advanced automation that could handle conversations at scale while keeping diverse customer journeys organized.
The respond.io solution
iMotorbike chose respond.io as the best solution to manage omnichannel conversations in a team inbox with automation. It quickly set up WhatsApp API and connected Facebook Messenger, Instagram and TikTok. However, due to the many possible customer journeys, it still struggled to stay on top of conversations with Workflows automation. It was respond.io’s AI Agent that was the true game changer for the business.
Customize AI Agent templates for complex customer journeys
Respond.io’s AI Agents proved to be the perfect fit for iMotorbike’s needs. First, the business customized AI Agent templates for specific roles, for example, one AI Agent for buyers and another for sellers. Then, it added clear instructions in the prompt for each journey, defining context and configuring assignment to the right team. It also set up automatic lifecycle updates to track which journey stages each customer was on for clear qualification and prioritization.
Manage routine conversations and tasks with AI Agents
With thorough training on the business’ knowledge sources, AI Agents now handle most day-to-day enquiries, including browsing for bikes, prices, showroom locations and loan details. It only routes sales-ready leads to the team, freeing them to focus on processing loans or confirming test rides.
The AI Agents also close conversations automatically when leads have no more questions or the chat is resolved, keeping the shared inbox organized. This ensures no message goes unnoticed, no matter which channel it came from.
Respond to higher volumes of messages faster
With AI Agents responding instantly, iMotorbike’s team handles high volumes of enquiries with ease. In the past, agents struggled to keep up with 500-600 messages per day, but the business now receives and manages twice as many chats.
Faster response times and accurate, contextual answers prevent customers from dropping off, leading to more satisfied customers and higher sales just one month after deploying the AI Agents.
“Setting up the AI Agent on respond.io was surprisingly easy thanks to the ready-made templates. The interface made it intuitive and easy to manage conversations, assign leads and update lifecycle stages. Within an hour, we deployed a working prototype that handled basic enquiries accurately.”
— Jay Ooi, Digital Marketing Manager, iMotorbike
The results
By implementing respond.io’s AI Agents, iMotorbike achieved greater efficiency across its customer operations. Response times are 67% faster, contact handling capacity doubled, and 70–80% of conversations are now managed instantly by AI.
The company also observed a notable increase in sales within the first month of implementation, as customers are no longer kept waiting and receive replies while interest is high. With AI Agents simplifying communication and customer lifecycle management, iMotorbike has built a scalable, high-performance system ready to support continued growth in multiple markets.
Want to achieve similar results for your business? Contact us for a free consultation or try respond.io today!
