Overview
According to 1Lattice, over 450 million Indians use WhatsApp, with 60 per cent engaging with businesses weekly, making it a powerful channel for commerce and customer service.
India’s retail sector is entering a new era of integrated customer experience, Omnichannel 2.0, where retail is defined by real-time, seamless engagement across digital and physical worlds, a report said on Monday.
"Today’s consumers demand a unified, personalised journey across digital and physical touchpoints," market intelligence firm 1Lattice said in a report.