In today’s fast-changing digital ecosystem, conversations are becoming the new storefronts. Consumers no longer want to fill out forms or browse endless websites — they want instant answers, personalized recommendations, and quick purchases through their favorite chat apps. This growing trend is called Conversational Commerce, and it’s reshaping how Indian brands sell and support customers.
With apps like WhatsApp, Arattai, and AI-driven chatbots, brands are turning casual chats into real conversions. Let’s explore how this movement is transforming Indian e-commerce and marketing in 2025.
🌍 What Is Conversational Commerce?
Conversational Commerce is the use of messaging platforms and AI chat interfaces to facilitate product discovery, customer service, and purchases through real-time conversations.
Instead of visiting a website or app, customers can ask questions like —
“What’s your latest offer?” or “Show me red sneakers under ₹2000,”
— and the chatbot or sales agent instantly responds with personalized options, links, or payment gateways.
In simple terms, it merges conversation + commerce = convenience.
📱 Why It’s Growing Fast in India
India’s digital audience is massive — over 500 million people use messaging apps daily. Platforms like WhatsApp, Telegram, and Arattai have become default spaces for personal and business communication.
A few reasons why conversational commerce is booming here:
- Mobile-First Consumers:
Most Indian users prefer mobile messaging over browsing websites or downloading apps. - Regional Language Support:
Chat apps support multiple Indian languages, helping brands reach non-English audiences effectively. - Trust & Familiarity:
People are more comfortable chatting with a brand than filling out forms on unknown websites. - Quick Conversions:
Integrated payment options like UPI inside chat make it easy to purchase instantly. - AI-Driven Personalization:
Chatbots powered by AI remember preferences, making every chat smarter and more contextual.
💡 How Brands Are Using WhatsApp for Sales
WhatsApp is the heart of conversational commerce in India. With over 400 million users, it’s the most trusted and frequently used platform.
Here’s how brands are leveraging WhatsApp Business API to grow sales:
1. Personalized Catalogs and Product Demos
Small businesses and D2C brands send personalized product catalogs directly inside chats. Users can browse, ask questions, and order — all in one place.
Example: A beauty brand sends customers skincare tips, followed by product recommendations and a “Buy Now” link integrated with Razorpay.
2. Automated Customer Support
Chatbots handle FAQs, order tracking, and return queries instantly, reducing the need for large support teams.
3. Broadcast Promotions
Brands send targeted WhatsApp broadcast messages for limited-time offers or new launches — achieving far higher open rates than email.
4. Lead Generation & CRM Integration
Integration with CRM tools (like Zoho CRM or HubSpot) allows automated lead nurturing and remarketing via WhatsApp flows.
5. Payment Integration
WhatsApp Pay and UPI links allow seamless payment completion within chat, minimizing drop-offs.
🇮🇳 The Rise of Arattai: India’s Homegrown Messaging App
While WhatsApp dominates globally, India is witnessing the rise of Arattai, a privacy-focused messaging app developed by Zoho Corporation.
Arattai (which means “chit-chat” in Tamil) was launched as a secure, ad-free alternative for Indian users. With increasing data privacy concerns, Arattai is gaining popularity among local businesses that prefer Indian-made platforms for communication and commerce.
🔑 How Brands Are Experimenting with Arattai:
- Localized Engagement: Brands targeting regional audiences are testing customer communication via Arattai in Tamil Nadu and South India.
- Privacy-Centric Marketing: Since Arattai doesn’t rely on ad data, businesses can promote products ethically and transparently.
- Integration with Zoho Tools: Businesses already using Zoho CRM, Mail, or Campaigns can easily integrate customer chat experiences.
- Future of Secure Business Communication: As data localization laws grow stricter, Arattai could become a preferred platform for Indian enterprise messaging.
🤖 Chatbots: The Silent Sales Team
AI chatbots are the backbone of conversational commerce. Whether it’s WhatsApp, Instagram DM, or a brand’s own website, chatbots work 24/7 to engage, educate, and convert.
🧠 Smart Use Cases for Chatbots:
- Lead Qualification: Identify serious buyers through automated questions.
- Abandoned Cart Recovery: Send friendly reminders like “You left this item in your cart — still want it?”
- Interactive Quizzes: For example, “Find your ideal smartphone” or “Choose your skincare routine.”
- Feedback Collection: Post-purchase surveys via chat can improve customer insights.
- Multi-Language Support: Engage customers in Hindi, Bengali, Tamil, or other regional languages.
📊 Case Studies: Indian Brands Doing It Right
1. JioMart (Retail Commerce)
JioMart allows users to order groceries directly through WhatsApp. Customers can browse catalogs, add items, and complete payments without leaving the chat.
Result: Over 1 million+ daily orders through conversational commerce.
2. Tata CLiQ (Fashion & Lifestyle)
The brand uses WhatsApp to share personalized product recommendations, fashion tips, and sale reminders.
Result: 45% higher engagement rates compared to email campaigns.
3. HDFC Bank (Finance)
HDFC’s AI chatbot Eva assists customers with account info, loan details, and EMI reminders.
Result: Reduced customer support load by 40%.
🔍 Why Agencies Must Adapt
For digital marketing agencies like Picasso Multimedia, conversational commerce is an untapped goldmine. Here’s why it matters:
- Client Demand: Small and mid-sized businesses want automation to scale faster.
- Cross-Channel Integration: Agencies can combine chat marketing with ad campaigns, SEO, and CRM workflows.
- High ROI: Chat-based marketing delivers 10x better engagement than email or SMS.
- AI + Human Collaboration: Blending automation with personalized human support drives customer trust.
By offering WhatsApp marketing, chatbot setup, and Arattai-based engagement campaigns, agencies can position themselves as next-generation marketing partners.
🧭 The Future of Conversational Commerce in India
The future is chat-first. As voice and regional language AI models evolve, users will soon be able to talk naturally to brands and shop instantly.
Emerging technologies like speech recognition, AI avatars, and multi-lingual chatbots will make conversational commerce even more inclusive and human-like.
For Indian businesses, the opportunity is huge — to reach the next billion internet users through the simplest possible medium: a conversation.
🏁 Final Thoughts
Conversational commerce isn’t just a buzzword — it’s a revolution in customer interaction.
Brands that embrace messaging platforms like WhatsApp, Arattai, and AI chatbots will lead the way in customer engagement and conversions. Whether you’re an e-commerce startup, D2C brand, or marketing agency, the path ahead is clear —
Start the conversation, and you start the sale.