WhatsApp Chatbot for Buying Groceries Spikes Repeat Purchase Rate for Indian Grocery Chain JioMart
Indian supermarket chain JioMart’s WhatsApp chatbot has been a spectacular success since its introduction a few months ago by conversational AI developer Haptik. JioMart’s monthly orders have risen significantly to more than 200,000 a month, and with 68% of users coming back to buy more through the Meta subsidiary’s conversational commerce tool.
The JioMart WhatsApp chatbot allows customers to browse and search for products through text messages, then complete the transaction and track the order in the same manner. JioMart can thus simultaneously engage with any number of customers and even send promotional messages to those who sign up, hitting millions of likely users at once. The chatbot solved JioMart’s problem with the glut of incoming orders, which rose during the pandemic to triple what it had expected even though it processes more than 250,000 a day. Automating through the chatbot allowed JioMart to scale its service without tasking more employees away from fulfilling the orders. That more than two-thirds of those who have used the WhatsApp chatbot come back to buy more suggests the AI has also succeeded in satisfying customers.
“This is our first-ever end-to-end shopping experience on WhatsApp — people can now buy groceries from JioMart right in a chat,” Meta CEO Mark Zuckerberg said when the chatbot debuted. “Business messaging is an area with real momentum and chat-based experiences like this will be the go-to way people and businesses communicate in the years to come.”
Haptik’s success with the JioMart chatbot continues its productive integration with WhatsApp. More than 30 million people used the Indian government’s MyGov Corona Helpdesk WhatsApp chatbot created by Haptik in a year, which made it the most-used WhatsApp chatbot ever. It also extends Haptik’s conversational commerce work for both text and voice. The company created a voice assistant for online shopping named Buzzo last year. Buzzo serves as a voice-enabled virtual guide to picking out products using Haptik’s natural language understanding technology and was originally tested as a beta with JioMart.