How is WhatsApp shaping Commerce?
Stats, Tips, Case Studies & more
In India, the leading phenomenon that has contributed to the rise of Conversational AI is WhatsApp. As of 2021, WhatsApp is the most popular global mobile messenger app worldwide, with approximately two billion monthly active users. Over 487 million WhatsApp users in India alone, making it the leading country in terms of WhatsApp audience size.
As WhatsApp continues to expand the range of services it offers to businesses, it is increasingly being seen not just as an Engagement or a Customer Support tool but a platform to enable Conversational Commerce. This has given rise to the concept of ‘WhatsApp Commerce’ — offering and selling products and services to customers using WhatsApp.
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Haptik has analyzed the data points of more than 50 eCommerce brands leveraging WhatsApp to enhance their customer experience. We hope the insights, tips, and strategies that we’re going to share in this report will help you gauge the power of WhatsApp Business API and how it can transform your business.
WhatsApp has become a must-have for every eCommerce business today. Whether it’s providing Customer Care or Engagement, eCommerce brands cannot ignore the powerhouse of a channel that WhatsApp has become.
As eCommerce brands ride the Social Commerce wave, WhatsApp will play a significant role in contributing to their revenue growth. More than 40 million people view a business catalog on WhatsApp each month.*
We dig deeper into the User Behavior on WhatsApp, helping the readers understand how their customers are behaving on the world’s largest messaging platform. We also decode how brands can leverage different marketing channels to get customer opt-ins and provide tips on choosing the right channel.
The report further digs into the power of Marketing Notifications on WhatsApp. These notifications are a game-changer for Customer Engagement and can be leveraged for various use cases.
This report discusses WhatsApp’s newly launched UI elements poised to revolutionize WhatsApp Commerce’s adoption. eCommerce brands have been excited to leverage the new UI elements to power an end-to-end shopping journey on WhatsApp.
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We share an exclusive case study on how Haptik is helping JioMart — one of India’s largest grocery delivery services, leverage WhatsApp as a commerce channel.
Key Stats for JioMart
- Mumbai, Delhi, and Hyderabad are the top adopters of JioMart’s WhatsApp Commerce Assistant
- Processed food, dairy, and toiletries were the most purchased products by users
- Users preferred Cash on Delivery over Online Payments
- Orders Placed on WA (COD) has increased by 593% in the last 2 months
It concludes with how brands can provide a seamless post-purchase support experience on WhatsApp. One of the report’s highlights is the “Tips and Tricks” section, where Haptik’s in-house Conversation Design Experts share strategies to design a chatbot that is best optimized for Commerce and Customer Support!
Key Statistics
Let’s look at a few data points that we have gathered by analyzing the performance of 50+ eCommerce solutions on WhatsApp
Business Impact achieved for CEAT on WhatsApp
Conversations handled: 206K
Automation rate: 75%
Lead to conversion rate: 21%
Key Takeaways
- The current state of eCommerce on WhatsApp
- Choosing the right channel to get customer opt-ins
- Power of Marketing Notifications on WhatsApp
- Shopping Experience on WhatsApp
- Exclusive case study on how JioMart uses WhatsApp Commerce
Download Report: https://hubs.li/Q015lrr10
