customer story
customer story
Indofast enables EV users to locate nearby battery swap stations in under 30 seconds via WhatsApp
Amit Rao
Amit Rao
VP - Operations & Strategy at Indofast
VP - Operations & Strategy at Indofast
128K+
128K+
128K+
chats handled
chats handled
chats handled
61%
61%
61%
users found battery stations
users found battery stations
users found battery stations
10K
10K
10K
users provided positive feedback
users provided positive feedback
users provided positive feedback
About company
Indofast Swap Energy Pvt. Ltd. is a cutting-edge technology company committed to reshaping the future of electric vehicle (EV) mobility in India. The company is building a robust infrastructure that makes battery swapping as fast and convenient as traditional refueling. Their mission is to make battery swapping the first choice for EV users by focusing on three key pillars: Affordability, Accessibility, and Reliability. Indofast aims to create a wide network of battery swap stations across urban and rural areas, reducing range anxiety and downtime for EV owners. The team is driven by innovation, sustainability, and customer experience, ensuring seamless access to power for commuters, delivery partners, and fleet operators
The Challenge
Despite rapid growth in their battery swap station infrastructure, Indofast encountered a critical operational challenge, users struggled to locate the nearest available battery swap stations in real time.
Before implementing a bot, most users relied on word of mouth or visited stations on their regular routes. While the company had an app, only a small portion of riders actively used it. As a result, many stations were overutilized, while others remained underutilized.
This imbalance led to operational inefficiencies and customer dissatisfaction. On the overutilized stations, customers frequently complained about battery unavailability, causing frustration and delays. With no reliable self-service discovery platform, users had to call the customer support team for information, which resulted in long wait times, increased drop-offs, and missed service opportunities.
Support teams were overwhelmed by repetitive queries, and the lack of visibility into station availability created a gap in service delivery and weakened the overall customer experience.
Despite rapid growth in their battery swap station infrastructure, Indofast encountered a critical operational challenge, users struggled to locate the nearest available battery swap stations in real time.
Before implementing a bot, most users relied on word of mouth or visited stations on their regular routes. While the company had an app, only a small portion of riders actively used it. As a result, many stations were overutilized, while others remained underutilized.
This imbalance led to operational inefficiencies and customer dissatisfaction. On the overutilized stations, customers frequently complained about battery unavailability, causing frustration and delays. With no reliable self-service discovery platform, users had to call the customer support team for information, which resulted in long wait times, increased drop-offs, and missed service opportunities.
Support teams were overwhelmed by repetitive queries, and the lack of visibility into station availability created a gap in service delivery and weakened the overall customer experience.
The Solution
To eliminate the delays and inefficiencies in station discovery, Indofast turned to WotNot to build an automated WhatsApp chatbot. Launched in January 2025, the chatbot was designed to serve as a real-time digital assistant for users looking for nearby swap stations.
The chatbot flow was built to be intuitive and quick:
It asks users how many batteries they need.
It captures the user’s current location via pin drop.
It fetches a list of the nearest battery swap stations using Google Maps API integration.
The user selects a station and receives navigation assistance.
It ends by collecting user feedback on whether they were able to find the batteries.
The bot supports conversations in English, Hindi, and Kannada to ensure accessibility across regions and user preferences. Multilingual support played a vital role in reaching drivers and fleet operators from diverse linguistic backgrounds, improving adoption and usability.
To eliminate the delays and inefficiencies in station discovery, Indofast turned to WotNot to build an automated WhatsApp chatbot. Launched in January 2025, the chatbot was designed to serve as a real-time digital assistant for users looking for nearby swap stations.
The chatbot flow was built to be intuitive and quick:
It asks users how many batteries they need.
It captures the user’s current location via pin drop.
It fetches a list of the nearest battery swap stations using Google Maps API integration.
The user selects a station and receives navigation assistance.
It ends by collecting user feedback on whether they were able to find the batteries.
The bot supports conversations in English, Hindi, and Kannada to ensure accessibility across regions and user preferences. Multilingual support played a vital role in reaching drivers and fleet operators from diverse linguistic backgrounds, improving adoption and usability.
The Results
The WhatsApp chatbot became a game-changer for Indofast’s customer engagement. By enabling users to independently locate and reach battery swap stations, the company saw a significant reduction in customer support dependency and an overall boost in satisfaction.
Here’s a snapshot of the outcomes:
128.31K+ chats handled by the bot, easing the load on the support team.
78,229 users reached a battery swap station based on the bot’s guidance.
10,323 users gave positive feedback, confirming successful experiences.
Availability in three languages greatly increased adoption and ease-of-use.
Overall, the bot has helped streamline battery access, reduce wait times, and deliver a smooth, tech-enabled experience for EV users on the move.
The WhatsApp chatbot became a game-changer for Indofast’s customer engagement. By enabling users to independently locate and reach battery swap stations, the company saw a significant reduction in customer support dependency and an overall boost in satisfaction.
Here’s a snapshot of the outcomes:
128.31K+ chats handled by the bot, easing the load on the support team.
78,229 users reached a battery swap station based on the bot’s guidance.
10,323 users gave positive feedback, confirming successful experiences.
Availability in three languages greatly increased adoption and ease-of-use.
Overall, the bot has helped streamline battery access, reduce wait times, and deliver a smooth, tech-enabled experience for EV users on the move.
