Case Study: JioMart achieves end-to-end WhatsApp shopping with Haptik

How JioMart Handles 40% of Customer Support on WhatsApp

JioMart, an online shopping platform by Reliance Industries, aimed to provide a simple and convenient online shopping experience for millions of users in India. Their challenges included making the platform highly accessible, driving customer acquisition and retention, and encouraging repeat purchases across a wide range of product categories. To address this, they partnered with vendor Haptik to implement a new conversational solution on WhatsApp.

Haptik built the world's first end-to-end shopping chatbot on WhatsApp for JioMart. This solution allowed users to discover products, add them to a cart, confirm delivery details, and pay seamlessly within the WhatsApp chat interface. The results were significant, driving 1,500 average daily orders with a 15% conversion rate and a 68% repeat rate. Haptik's solution helped the active customer base on WhatsApp grow at 37% month-on-month, with orders increasing 9 times since launch.

JioMart

Isha Ambani

Director of Reliance Retail