DoubleTick has launched its AI-driven conversational customer experience (CX) platform in India, designed to address two critical issues hampering enterprise sales: poor customer connectivity and disconnected communication channels. The platform centralizes and governs customer interactions across WhatsApp, voice, RCS, Instagram, and web, ensuring no conversation falls outside the company’s view.
The Core Problem: Disconnected Channels and Lost Visibility
According to DoubleTick, many businesses struggle because their communication channels operate in silos. A customer may say one thing on WhatsApp chat, another on a WhatsApp call, and yet another on a regular voice call, but these channels do not communicate with each other. While standard voice calls are often logged to the CRM for governance, WhatsApp chats and voice calls used by agents are not. This leads to zero governance, stagnant CRM data, and conversations that are invisible to analytics.
This disconnect is especially acute in relationship-driven sales, where customers expect to interact with their own relationship manager (RM). RMs often resort to their personal WhatsApp numbers, causing the enterprise to lose all visibility. Moving to a single centralized number feels impersonal and drives customers away. DoubleTick’s solution aims to resolve this tension by providing a governed platform that maintains warmth and personalization.
The Second Issue: Customer Connectivity
Customers who message after hours receive no reply, outbound calls from agents are flagged as spam, and official branded numbers feel impersonal. These problems directly impact business outcomes: management lacks clarity for decision-making, customer churn increases without clear reasons, and hot prospects lose interest due to slow response times.
“Our job is to be the company with the best CX in the world and enable our customers to do the same,” said Deepak Bhagchandani, Founder & CEO of DoubleTick and a former Amazon and Pearson executive. He added that in an era where AI can handle most tasks, CX becomes the true differentiator, requiring hyper-personalized experiences on high-bandwidth channels like WhatsApp and Voice.
DoubleTick’s Solution: AI-Led Conversational Governance
DoubleTick describes itself as an AI-powered Conversational CX and Intelligence Platform. It centralizes, governs, and scales customer engagement across multiple channels from a single system. What sets it apart is its AI-led conversational governance, which not only enables messaging but also governs responses, ensuring quality and consistency.
Shivam Mittal, Co-Founder at DoubleTick, explained: “Even though communication technologies have existed in the past, CX is more than just communication. It's the entire fabric around how a company interacts with their customers on channels like WhatsApp and voice in a way that doesn't hamper customer experience at scale.”
Impressive Growth Metrics
DoubleTick’s platform now powers customer engagement for over 10,000 businesses across 145+ countries and 110+ industries, having processed more than 3.6 billion messages globally. The company has earned the confidence of investors Info Edge Ventures and Beenext.
Meta Partnership and Recognition
DoubleTick is an official Meta Business Partner and was named Meta’s Emerging Technology Partner of the Year 2025. This partnership provides early access to platform capabilities, deeper integration with WhatsApp Business APIs, and enhanced credibility with enterprise procurement teams.
Industry Summits and Thought Leadership
In April 2026, DoubleTick co-hosted a WhatsApp CX Summit focused on the BFSI sector at Meta’s Mumbai office, discussing AI-powered relationship management and WhatsApp-driven customer journeys. In May 2026, the company hosted the Agentic CX Summit at Meta’s Gurgaon office, covering conversational AI, Multi-WABA governance, and intelligent workflows.
Future Outlook
As enterprise adoption of agentic AI accelerates, DoubleTick positions itself as the connective tissue between AI capabilities and real-world customer-facing operations. The challenge lies in scaling AI-led governance to work for businesses of all sizes. Headquartered in Mumbai, India, DoubleTick remains focused on its vision: “No customer left waiting.”
