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Tata CLiQ achieved a 10X ROI in monthly sales with Gupshup’s WhatsApp Business Solution

Gupshup’s WhatsApp business solution drove engagement for Tata CLiQ’s customers thus boosting conversions

The Problem

Tata CLiQ wanted to reach out to its customers but observed that conventional methods like email and SMS often yield lower open rates and less flexibility in creative messaging. The Tata group company observed a 10% open rate for emails, meaning that potential customers did not see follow-up announcements and offers. Limited word count for SMS also restricted the ability to craft personalized content that prompted customers to visit the website or app and make purchases. To target more customers with personal, relevant notifications, the company needed a dynamic and reliable dedicated communication channel.

The Solution

Gupshup built a chatbot for Tata CLiQ which helped the brand in multiple ways. Initially, Tata CLiQ began by sending push notifications on order shipment and transaction information through WhatsApp. Later, they did more sophisticated customer targeting by sending promotional messages for the high volume sales events- Diwali and Black Friday. Tata CLiQ did not stop there.The brand leveraged WhatsApp to send tailored recommendations based on customer’s behavior. For e.g- a customer who routinely browsed kitchenware received a WhatsApp message with a link to the best selling set of cast iron pans. It also engaged customers through relevant, high quality conversations on WhatsApp during pre-purchase and product discovery stages. Result- Significant increase in clickthrough and conversion rates, a 10X higher ROI and $500K increase in sales in one month. Tata CLiQ’s customers had a clear preference for WhatsApp, which averaged a 57% clickthrough rate.  It was seen that customers visiting the Tata CLiQ website from a WhatsApp notification were 1.7 times more likely to make a purchase.

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