Wow Skin Science enhances customer experience with chat-to-cart journey with WhatsApp

Wow Skin Science has announced its entry into the world of end-to-end shopping experience with WhatsApp via a chatbot powered by Gupshup.

The bot will lead Wow’s customers onto a seamless and frictionless journey from product discovery, to building a shopping cart, checkout, and payment.

The purchase of the merchandise is a straightforward process, where customers can start a conversation by sending a text "Hello" or "Hi" on the number, +91 90080 43175. Through the tech-enabled platform, customers in India can browse the Wow Skin Science product catalogue, add merchandise to their shopping carts and then pay with UPI or COD without ever leaving the instant messaging app.

They can browse through the product catalogue and pick their favourites. Furthermore, customers who have dropped off will receive alerts about their abandoned carts, which is another distinctive aspect of the chatbot powered by Gupshup. Customers can also review the products already in their shopping cart before checking out.

Manish Chowdhary. Co-founder of Wow Skin Science, commented, “Innovation and disruption is at the heart of everything we do at WOW and our collaboration with Meta and Gupshup for offering a unique purchasing experience is just another illustration of the ‘many firsts’ we have been collectively building. With this new experience on WhatsApp, we aim to demonstrate our dedication to providing millions of customers with a straightforward and practical method of online shopping, because there is nothing more important to us than our customers.”

Ravi Garg, Director, Business Messaging, WhatsApp India, said, “The e2e shopping experience on WhatsApp for WOW Skin Science is an exciting one. We are working towards giving customers a seamless experience and connecting them to Businesses anytime and anywhere. It’s one of the many ways in which the WhatsApp Business Platform is enabling brands to make everyday life more convenient for people. We are excited about unlocking the potential impact of the WhatsApp Business Platform in providing quick, customized solutions to businesses across industries to help solve unique challenges.”

Beerud Sheth, Co-founder and CEO, Gupshup said “The ease and convenience of end-to-end shopping is transforming the way people shop, with users preferring it more than web and apps. Its higher conversion rates and great RoI work particularly well for D2C brands. We are excited to work with Wow Skin Science, India's leading D2C brand in the beauty space to power their pioneering conversational storefront, helping them reach millions of customers directly."

As per the Business Messaging Usage research conducted by Kantar, more than 70% of Indians prefer to message businesses rather than sending an email, calling or visiting their website and 75% of Indians are more likely to do business with/purchase from a company that they can contact via messaging. This not only creates immense opportunity for brands to leverage the situation, adopt end-to-end shopping experiences and increase sales but also gives impetus to deliver consistent performance.

Understanding evolving consumer needs, WhatsApp has built specific solutions for businesses to connect with their users. The WhatsApp Business Platform empowers midsize and large businesses to create unique solutions that deliver interactive conversational experiences that engage and delight users. With the help of WhatsApp, WOW Skin Science aims to develop distinctive solutions that deliver engaging, interactive buying experiences for customers.

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