JioMart - First Ever End-to-End Shopping Experience on WhatsApp
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- JioMart
- WhatsApp Bot
- Haptik
Tech Stack
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Brand Awareness
- Revenue Growth
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
- E-Commerce
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
JioMart is an online shopping platform developed by Reliance Industries, aimed at providing millions of Indian citizens with a simple and convenient way of online shopping. The platform offers a range of products across different categories such as consumer electronics, apparel, footwear, grocery, and general merchandise. With an expanding customer base, JioMart's team recognized the importance of prioritizing customer satisfaction and convenience in their decision-making process. The key to their rapid success was their ability to deliver convenience on a large scale while meeting customer expectations.
The Challenge
JioMart recognized that accessibility and an omnichannel approach were crucial in making shopping easy for every Indian citizen. The primary aim was to simplify online shopping and capture a previously untapped market. To meet the increasing expectations of customers who are willing to make purchases on social platforms and expect personalized experiences similar to those they receive in stores. In addition to new customer acquisition, JioMart also prioritized customer retention, repeat purchases, and loyalty. With an eye on diversifying beyond just groceries, JioMart also sought to promote its offerings in other categories.
The Solution
JioMart's WhatsApp Bot, created by Haptik, allows users to complete their grocery shopping on WhatsApp. JioMart's WhatsApp chatbot makes it easy for users to discover the products they want and add them to their cart in just a few clicks. Users can seamlessly confirm delivery information and pay using any payment method. The JioMart team effectively used WhatsApp notifications to increase repeat usage and promote new offers. Together, Haptik and JioMart developed a strategy to encourage adoption and promote the WhatsApp phone number throughout the country.
Operational Impact
Quantitative Benefit
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