DoubleTick, an AI-powered conversational customer experience platform, has announced its launch for enterprises in India. The platform is built on the belief that no customer should ever be left waiting, redefining how enterprises engage, respond, and grow.
The Core Problems DoubleTick Solves
DoubleTick addresses two critical problems that hamper conversions and sales for modern enterprises: poor customer connectivity and disconnected communication channels. According to the company, everything else it does sits on top of fixing these two issues.
The first problem is disconnected communication channels. Customers may say one thing on WhatsApp chat, another on a WhatsApp call, and something else on a regular voice call. These channels do not communicate with each other. Often, standard voice calls are logged to the CRM for governance, but WhatsApp chats and WhatsApp voice calls are not. This results in zero governance across channels, leaving management with no real insight into how agents interact with customers. The CRM remains stagnant because updating it is left to agents who forget or deprioritize it, and conversations live in silos—invisible to analytics and impossible to govern.
This disconnect is most pronounced in relationship-driven sales. Enterprise selling is inherently personal—customers expect to hear from their own relationship manager, not a faceless corporate handle. Relationship managers often fall back on their personal WhatsApp numbers, and the moment they do, the enterprise loses all visibility: those conversations happen off the books, ungoverned and untracked. Moving everyone to a single centralized number trades one problem for another, as a shared corporate number feels impersonal and pushes customers away. Most businesses are stuck choosing between governance and warmth, and end up with neither.
The second problem is customer connectivity. Customers who message after hours get no reply. Outbound calls from agents are flagged as spam, breaking the connection before it begins. Official, branded numbers feel impersonal, pushing customers away rather than drawing them in.
These issues hit the business directly. Management ends up with no clarity to make decisions because the CRM never reflects reality. With no visibility into customer interactions, no one truly owns the conversation, and brand reputation erodes. Customers churn at higher rates with no clear reason, and hot prospects lose interest due to slow turnaround times, taking the sale and revenue with them.
The Company's Vision
DoubleTick was built to fix exactly these problems. Deepak Bhagchandani, Founder and CEO of DoubleTick and a former Amazon and Pearson executive, stated: "Our job is to be the company with the best CX in the world and enable our customers to do the same." He added that in today's age where AI can do most jobs, CX is the true differentiator, involving providing the best and most hyper-personalized experience to customers on high-bandwidth channels like WhatsApp and voice.
Shivam Mittal, Co-Founder at DoubleTick, said: "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."
The Platform: One Governed System for Every Conversation
DoubleTick describes itself as an AI-powered Conversational CX and Intelligence Platform. It helps enterprises centralize, govern, and scale customer engagement across WhatsApp, voice, RCS, Instagram, and web—all from a single system, so no conversation falls outside the company's view.
What sets DoubleTick apart from multi-channel messaging vendors is its AI-led conversational governance. Rather than simply enabling businesses to send messages or run campaigns, DoubleTick governs what happens after a campaign goes out—who responds, how they respond, and whether those responses are meeting the mark.
Growth and Backing
DoubleTick's growth indicates the approach is resonating. The 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.
Investors Info Edge Ventures and Beenext have shown continued trust in the company's vision, a meaningful signal in a crowded and capital-selective market.
Recognition from Meta
DoubleTick is an official Meta Business Partner. In 2025, the company was named Meta's Emerging Technology Partner of the Year, acknowledging its work helping enterprises scale customer engagement through AI-powered conversational experiences on WhatsApp and other Meta-owned channels.
This partnership provides DoubleTick with early access to platform capabilities, deeper integration with WhatsApp Business APIs, and credibility with enterprise procurement teams that is difficult to acquire independently.
Industry Engagement
Beyond the product, DoubleTick has been shaping industry thinking about conversational AI through enterprise summits co-hosted with Meta. In April 2026, the company organized a WhatsApp CX Summit focused on the BFSI sector at Meta's Mumbai office, bringing together leaders from banking, financial services, and insurance to discuss AI-powered relationship management, WhatsApp-driven customer journeys, and CX transformation at scale.
In May 2026, DoubleTick hosted the Agentic CX Summit at Meta's Gurgaon office, a cross-industry event on how conversational AI, Multi-WABA governance, and intelligent workflows are reshaping customer engagement. These summits signal the company's role as a platform driving a category-level shift in how enterprises think about customer experience.
Future Outlook
As enterprise adoption of agentic AI accelerates, DoubleTick is positioning itself as the connective tissue between AI capabilities and the messy reality of customer-facing operations, where a bad conversation can cost a sale and a good one can build a relationship that lasts years.
The challenge will be execution at scale: ensuring AI-led governance works as well for a mid-sized regional bank as for a national travel aggregator, and that the promise of "no customer left waiting" holds up under millions of daily conversations.
DoubleTick is headquartered in Mumbai, India. The company is an official Meta Business Partner and was named Meta's Emerging Technology Partner of the Year 2025.
