Retail / E-commerce Hyderabad 14 weeks end-to-end

A 48-Store Fashion Retailer in Hyderabad Shifted 31% of Revenue Onto WhatsApp in 6 Months

WhatsApp-native commerce assistant that handles catalogue browsing, cart building, payment, and delivery tracking — while integrating with the retailer's existing POS, inventory, and order management systems.

Revenue via WhatsApp

0% → 31%

Six-month ramp

Industry

D2C Fashion

Location

Hyderabad, Telangana

Timeline

14 weeks end-to-end

Client: A 48-store fashion retail chain in Hyderabad with an additional D2C online storefront. Client name withheld per engagement agreement — industry, scale, and outcomes are verbatim.

The Challenge

▸Offline-first brand with strong Tier-2 and Tier-3 city footprint; the D2C web storefront performed well in Bengaluru and Chennai but barely converted outside metros.
▸WhatsApp was the preferred commerce channel for most Tier-2 / Tier-3 customers, but every enquiry required manual human handling — costly and slow.
▸Catalogue changes happened daily (size restocks, new drops); keeping a chatbot experience accurate without drift was a known unsolved problem.
▸Payment methods had to support cash-on-delivery, UPI, and stored cards without customers leaving the WhatsApp thread.

What We Built

1Built a conversational commerce layer on WhatsApp Business Platform with product catalogue, cart, checkout, and order tracking — all in-thread, no web redirect.
2Live integration with the retailer's POS (Vyapar) and OMS so inventory, pricing, and promotions are always current.
3Intent recognition in English, Hindi, and Telugu with graceful handoff to human agents for nuanced sizing or styling questions.
4AI-driven recommendations based on past orders and browsing behaviour — visible to the customer as 'you might also like' suggestions, measurable to the business as attribution.
5Hybrid payment flow: COD, UPI deep-link, and saved-card options all inside WhatsApp.

Measured Outcomes

0% → 31%

Share of total revenue via WhatsApp

6 months post-launch

₹4.2 Cr

Incremental GMV attributable to WhatsApp channel

Trailing 12 months

2.3% → 3.8%

Conversion rate

Across all channels including D2C web

11 min

Average time from first message to checkout

Down from ~47 min on web flow

Technologies Deployed

WhatsApp Business Platform (Cloud API)
Conversational AI with multilingual intent recognition
POS / OMS integration via custom middleware
AI recommendation engine (custom, not vendor-managed)

Services Used

Ai Chatbots Ai Powered Erp Tools

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