Since the introduction of WhatsApp Business in 2018, the D2C Ecommerce landscape in India has experienced a paradigm shift. Over 77% of D2C Ecommerce brands in the country have harnessed the tremendous potential of WhatsApp, diversifying their usage of the platform for activities beyond customer support, with 45% using it for product launches and flash sales, resulting in a 30% boost in sales volume. This surge in WhatsApp adoption has also led to the emergence of numerous third-party service providers who customise and optimise Meta's WhatsApp Business platform to cater to the unique needs of businesses, with an average increase of 25% in customer engagement metrics.
Furthermore, the symbiotic relationship between WhatsApp Business and D2C Ecommerce has not only contributed to operational efficiency but has also led to a 56% improvement in customer satisfaction rates, creating a more loyal customer base for these brands. The integration of WhatsApp Business is redefining customer interaction in India's D2C Ecommerce industry, with businesses rapidly adapting to unlock the platform's full potential.
Which is why we are here to exemplify the alternatives to what’s considered the best WhatsApp Service out there…i.e. The TOP Alternatives to Freshchat. Showcasing the WhatsApp Services similar to Freshchat.
[FYI, check here for our detailed listing of all leading WhatsApp Service providers in India]
Freshchat and WhatsApp
Freshchat serves as a customer messaging software platform designed to help businesses engage in more intelligent conversations with customers across various communication channels.
1. Facilitate Conversational Engagement with Consistent Context
Simplify extensive interactions for Support, Marketing, Sales, and automated bots by maintaining context continuity, enabling efficient communication with customers.
2. Engage Customers on Their Preferred Communication Channels
Provide a smooth and consistent experience to customers, regardless of the communication channel they choose. Whether it's self-service or agent-assisted, our platform supports messaging, live chat, email, voice, and more to meet your specific requirements.
3. Enhance Support with AI-Enhanced Bots on Any Channel
Customers expect quick and hassle-free self-service options through their preferred channels. Seamlessly create and deploy AI-driven bot interactions on your website, native app, and messaging platforms to meet these demands.
4. Empower Agents for Scalable Personalization
Equip your agents with the context they need to offer personalised experiences. Streamline access to information like previous purchases, ongoing issues, and conversations from various channels, making it easy for them to provide tailored service.
5. Proactive Customer Journeys
Anticipate and address customer needs proactively, even before they realise them. Initiate proactive engagement with customers through web or messaging channels to predict and resolve potential issues, ultimately turning every interaction into a potential revenue-generating opportunity.
6. Administration and Analytics
Empower yourself with the data required to facilitate business growth. Gain valuable insights into customer behaviour and team performance. Evaluate team productivity and bot effectiveness, and identify areas that need improvement to expedite your scaling process.
7. Comprehensive Customer Service Suite
Unleash the full potential of customer service with our all-in-one solution. While exceptional conversations remain at its core, it goes beyond by enhancing productivity through seamless collaboration, ticket management, and efficient resolution of complex issues.
Top Freshchat Alternatives for D2C India
1. Pragma’s WhatsApp Business Suite
Pragma's WhatsApp Business Suite, referred to as the WhatsApp Suite, earns its distinctive reputation by offering an expansive set of features derived from a variety of services. These encompass the RTO algorithm, Return Management data, 1Checkout data, Omnichannel data, Logistics data, and more, all gathered from a broad network comprising 450+ D2C brands in India. This rich source of data and functionality equips your business with a comprehensive toolkit for success.
Key Pragmatic Features of the WhatsApp Business Suite:
1. CRM Integration
Our Omnichannel CRM system facilitates centralised customer data management and streamlined WhatsApp interactions, seamlessly fitting into your existing workflows.
2. Smart Automation
a) Automated Address Verification & Updates
Harness the power of AI to automatically verify and update addresses through WhatsApp messages, enhancing communication accuracy.
b) Automation via Chatbots
Pragma offers customizable AI-powered Chatbots for specific actions, catering to your brand's unique needs. These chatbots handle frequently asked questions, provide instant responses, and improve customer engagement.
c) Automated Order Confirmation
Achieve faster and smoother order confirmations via WhatsApp-driven buyer communication, reducing order cancellations and RTO losses.
d) Automated Purchase Recommendations
Leverage historical consumer data to increase sales through cross-selling and upselling.
3. Smooth COD to Prepaid Conversion
Boost your business's cash flow by converting cash-on-delivery orders to prepaid, decreasing the likelihood of non-delivery and RTO issues.
4. Abandoned Cart Recovery via WhatsApp Flows
Remind customers about abandoned purchases and increase conversion rates by up to 5% using automated WhatsApp messages.
5. Exclude High-RTO Audience from Facebook Campaigns
Optimise your ad campaigns by utilising data from the Facebook conversion API, enhancing conversion rates by excluding the high-RTO custom audience.
Maximise Revenue by Minimising RTO - Leveraging data from over 450 D2C brands in India.
6. Branded WhatsApp Tracking Notifications
Keep your customers informed with automated order tracking updates delivered through your verified WhatsApp business account.
7. Unified Inbox
Pragma's WhatsApp Suite can be seamlessly integrated with a unified inbox that consolidates customer messages from various channels, simplifying support and maintaining a consistent customer experience.
8. Seamless Human Handover
When chatbots can't handle complex or sensitive queries, we facilitate a seamless transition to human support, ensuring a personalised touch when necessary.
9. Data Intelligence - Analytics and Insights
Our platform offers robust analytics and reporting features to track chatbot and campaign performance.
- Gain insights into user interactions, response accuracy, and user satisfaction, allowing you to optimise your conversational automation strategy.
- Capture and manage leads effectively using integration options such as forms, pop-ups, and lead management features for further nurturing.
- Strategically segment and target your customers.
- Analyse the ROI generated from marketing automation through detailed insights.
10. What if the buyer is not available on WhatsApp, you ask?
If a customer is not accessible via WhatsApp, an IVR system can be initiated. After the IVR, you have the option to initiate manual calling through our dedicated outbound calling team. Note that this functionality can be manually activated through the platform, providing flexibility in customer interactions.
2. LimeChat
Driving Explosive Growth in WhatsApp Commerce
LimeChat is your gateway to explosive growth in the world of WhatsApp Commerce, living up to their tagline's promise. They specialize in empowering brands to establish strong connections with their audience, facilitating customer acquisition, retention, and engagement within the environment that customers find most comfortable.
Showcasing Prominent LimeChat Features:
Elevating WhatsApp Marketing Beyond Abandoned Carts:
LimeChat enables you to shift your highly effective email and SMS campaigns to WhatsApp, where you can expect an impressive 95% instant response rate from buyers. Did you know that the entire purchasing journey can be managed on WhatsApp?
Furthermore, LimeChat assists in enhancing customer retention through re-order and cross-sell campaigns, all while minimising Return to Origin (RTO) with Cash on Delivery (COD) and Non-Delivery Return (NDR) campaigns.
Facilitating Swift Checkouts through WhatsApp:
Recognizing that customers prefer a seamless order process within WhatsApp, LimeChat allows you to conduct the entire purchasing journey via chat, reducing drop-offs and potentially doubling your sales.
This includes enabling customers to explore your complete product catalog, including different variants, and complete payments directly within WhatsApp. Integration with payment gateways, store payment pages, and UPI ensures comprehensive payment coverage for swift and efficient transactions.
Converting Website Visitors into Leads:
Capture the attention of the 10% of your website visitors who may be confused. LimeChat helps you capture their phone numbers and nurture them into loyal customers.
Address frequently asked questions (FAQs) about your products and brand, share discounts and offers with highly interested shoppers, provide instant responses to customer inquiries, offer personalised product recommendations, and instil confidence in their purchasing decisions.
Automating Responses to Frequently Asked Questions:
LimeChat's support bot is designed to be as personable as your most skilled customer support agent! It helps you cultivate a dedicated fan base on WhatsApp with rapid support resolution.
With LimeChat, you can offer exceptionally precise answers to inquiries like "Where is my order?" thanks to seamless integration with Shopify and logistics partners. The platform also simplifies procedures for returns, cancellations,
AI-Powered Insights from Every Conversation:
LimeChat goes beyond merely tracking read and response rates. It collects real-time data that offers valuable insights into your customers' true desires.
The platform helps identify customers with an inclination for monthly purchases, recognize those emphasising cost-efficiency, and gain insight into what fuels their affection for your brand. Stay up-to-date on customer inquiries, including the causes behind returns or cancellations, to deliver exceptional support.
3. Yellow.ai
Yellow.ai: Redefining Customer Experiences with AI-Driven Conversational Automation
Introducing the Dynamic Automation Platform (DAP)
DAP is constructed on a robust multi-LLM architecture, continuously learning from billions of conversations to enhance scalability, speed, and precision. Driven by generative AI, DAP excels in automating conversations across various channels, effectively reducing operational costs.
Recreating a Human-Like Experience
Our platform leverages cutting-edge advancements in Natural Language Processing (NLP) and generative AI to deliver empathetic, context-aware conversations that surpass customer expectations across a multitude of channels.
Intelligent and Secure Conversational AI
Our conversational AI is fortified with advanced Machine Learning (ML) and Natural Language Processing (NLP) technologies, perpetually learning to enhance comprehension and deliver personalised responses, all while prioritising security.
Instant Bot Deployment with Zero Setup
Effortlessly generate and launch bots by uploading documents, connecting to your preferred channels, and simulating customer interactions using dynamic conversation designers. Experience a genuine zero-setup process for swift deployment.
Dynamic Chat Powered by Generative AI
Immerse yourself in goal-driven conversations with our dynamic chat system, which intelligently constructs real-time dialogue flows based on user inputs. This feature is designed to facilitate efficient lead generation and seamless CRM integration, providing a personalised and responsive chat experience.
Robust Enterprise-Grade Security
Our platform is fortified with top-tier security measures, bolstered by ISO, HIPAA, SOC2, and GDPR certifications. We uphold strict adherence to industry-leading security and compliance standards, ensuring the protection of sensitive data and the peace of mind of our users.
Elevate Business Performance with Advanced Analytics
Drive both customer and employee satisfaction to new heights through real-time bot insights. Harness the power of data-driven decision-making for improved business outcomes, enabling you to make informed choices that optimise performance.
AI-Powered Automation
Achieve uninterrupted 24/7 customer support, streamline employee interactions through automation, and optimise marketing strategies with personalised campaigns. All of this translates into significant time and cost savings for your business.
4. Bik
BIK is an invaluable asset throughout the entire customer journey, covering post-purchase and post-delivery phases. Its primary focus, however, can be distilled to Acquisition, Engagement, and Conversion.
Fundamentally, BIK stands as a comprehensive marketing platform that consistently delivers outstanding ROI for your business.
What BIK Offers:
Customer Acquisition Campaigns
Their platform streamlines the process of capturing customers even before they land on your website, resulting in a remarkable 60% increase in website visitors.
They guide these visitors to highly targeted and personalised product pages, resulting in a significant 20% boost in the purchase rate. BIK's services also extend to support for Facebook, Instagram, and WhatsApp ad campaigns.
Elevated Shopping Experience
BIK excels in providing an exceptional shopping experience, with human-like bot responses that drive conversions through meaningful conversations.
Personalisation at various stages
Customised Customer Experience - Craft a personalised and distinctive experience for each customer, one that's relevant and tailored to their individual interactions. Deliver personalised and gamified nudges to your customers across various channels, including your website, email, SMS, Instagram, and more.
Cart Recovery for Enhanced Sales
Prompt customers to complete their cart purchases and convert them by offering discount codes and other enticing incentives.
Automated Interactions
Utilise user-friendly flow builders for swift automation of conversations. Easily facilitate two-way communication across platforms like Instagram, WhatsApp, Messenger, Gmail, and Web push, all with a single click. Gain access to product catalog sharing and customer-level sentiment analysis for improved engagement.
Elevated Engagement Quality
Stimulate conversations through lead generation tools, resulting in heightened engagement levels and improved conversion rates.
Intelligent Campaign Design
Intelligent Segmentation - Create intelligent segments based on events and activities, enabling precise targeting based on chat interactions. Use these segments for retargeting and broadcasting through WhatsApp, SMS, and Email.
Boost Brand Credibility with Green Tick Verification
Enhance your brand's credibility by obtaining the coveted green tick through a direct business service provider.
5. Userlike
Userlike: Building Stronger Customer Connections with Chat and AI
Userlike empowers brands to create stronger bonds with their customers, generate leads, boost satisfaction, and optimise service efficiency. They cover all digital touchpoints, using Chat and AI to enhance the customer experience.
- Website Chat: Engage directly with customers on your site.
- WhatsApp & More: Connect through popular messaging platforms.
- AI Automation: Leverage automation for improved efficiency.
- Data Privacy & GDPR: Ensure data security and GDPR compliance.
Website Chat
Userlike's Website Messenger provides a seamless lead generation solution on websites. It enables businesses to effectively engage with customers while they are on the site, offering features like video calls, live translations, and more to enhance the communication experience.
All-in-One Messaging
Userlike offers an all-encompassing messaging solution, ensuring you're always a message away from your customers. Whether it's delivering one-on-one support or running targeted marketing campaigns on WhatsApp, Userlike transforms messaging into a seamless and effective communication channel for your business.
The Message Center
Userlike's Message Center consolidates all interactions into a central hub. Regardless of the channels your customers use, you can respond to all messages from this centralised location, ensuring professional support and sales. This feature empowers your team to provide top-tier customer communication and elevate your customer interactions.
Effortless Team Support
Userlike ensures smooth team support with smart distribution and collaboration features. Whether it's automatic or manual routing, the platform consistently directs chats to the most qualified team member.
Groups & Skills
Say goodbye to waiting queues and complex menu choices. Let customers select their preferred department for conversation or automatically connect them with an expert possessing the necessary skills for a more efficient and effective support experience.
Individual and Shared Inbox
Userlike provides both individual and shared inboxes for your agents. Each agent has their dedicated inbox to fully concentrate on ongoing conversations. Additionally, they have the flexibility to choose and respond to requests in the team inbox independently, ensuring efficient and flexible communication management.
Enhance the Service Experience with Artificial Intelligence
Userlike offers an AI-powered knowledge base, consolidating all relevant information in one place. This speeds up support workflows and streamlines customer interactions. Our user-friendly, no-code solution simplifies AI automation, allowing you to seamlessly connect your CRM, database, or other external systems to automate entire processes.
Connecting with Customers Live
Userlike empowers businesses to connect with their customers on a personal level through video calls. In a world where video calls are a popular and flexible mode of communication, you can harness this approach for support and sales. Adding this extra dimension to your communication enables you to meet your visitors exactly where they prefer.
Summing It Up
Having thoroughly examined a selection of “Alternatives to Freshchat”, tailored to the needs of D2C brands in India, the key questions persist:
- Which one falls within your predefined budget?
- Which delivers the precise data you've been in search of?
- Which one extends beyond the fundamental services you require?
- Which has garnered the trust of a wide array of brands?
- Which was designed with D2C brands as a primary focus?
- Which can be tailored to the utmost maximum degree?
We may not be able to dive deeper into the specifics of the other contenders, but we welcome you to schedule a demo with us without delay!
Talk to our experts for a customised solution that can maximise your sales funnel
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