TOP WhatsApp Services for D2C India

To Maximise Marketing Potential & Customer Support

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In the past couple years, since the introduction of WhatsApp Business in 2018, over 77% of all D2C Ecommerce brands (in India) have adopted the incredible potential of WhatsApp in one form or another.

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That also means several third party service providers that customise and maximise the potential of Meta’s WhatsApp Business have also sprouted with its growth.

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Which is why we are here to exemplify the TOP WhatsApp Services for D2C India, to Maximise Marketing Potential & Customer Support!

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1. Pragma’s WhatsApp Business Suite

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One of the many reasons why Pragma calls the WhatsApp Service the WhatsApp Business Suite is because it comes with a lot more features from other services - namely our RTO algorithm, Return Management data, 1Checkout data, Omnichannel data, Logistics data etc from across 450+ D2C Brands (in India).

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Top pragmatic features behind our WhatsApp Business Suite:

1. CRM Integration

We have our own Omnichannel CRM system, enabling businesses to centralise customer data and manage WhatsApp interactions within their existing workflows.

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2. Smart Automation

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1. Automated Address Verification & Updation

Uncover the power of an AI-backed engine that triggers an automated address verification and update message to your buyers on WhatsApp.

2. Automation via Chatbots

Pragma integrates our very own AI enabled Chatbots for use-case specific actions and we offer an unlimited number of bots customisable to brand requirement — to handle frequently asked questions, provide instant responses, and streamline customer interactions.

3. Automated Order Confirmation

Indulge in a faster and seamless order confirmation by opting for WhatsApp-driven buyer communication. Capture order cancellations before shipping and minimise RTO losses.

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4. Automated Purchase Recommendations

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Sell more by cross-selling and upselling items with the help of historic data from consumers

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3. Smooth COD to Prepaid Conversion

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Convert cash on delivery orders to prepaid by incentivizing your buyers using customised offers on WhatsApp. Prepaid orders decrease the chances of non-delivery, and RTO, thus improving the business’s cash flow.

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4. Abandoned Cart Recovery via WhatsApp Flows

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Remind your customers about incomplete purchases and drive additional conversion rate of up to 5% using automated WhatsApp messages.

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5. Exclude High-RTO Audience from Facebook Campaigns

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Create and optimise your ad campaigns using delivery status events passed through Facebook conversion API. Amplify your conversion rate by excluding our ready-to-use high-RTO custom audience.

Maximise revenue by Minimising RTO - with the data from 450+ D2C brands (in India).

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6. Branded WhatsApp Tracking Notifications

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Keep your buyers informed with automated order tracking updates sent via your verified WhatsApp business account.

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7. Unified Inbox

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Pragma’s WhatsApp Suite can be coupled with a unified inbox that displays all customer messages from different channels, making it easier for support agents to respond promptly and maintain a consistent customer experience.

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8. Seamless Human Handover

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We support seamless human handover when chatbots are unable to handle complex/sensitive queries. This ensures a smooth transition from automated interactions to live human support, providing a personalised touch when needed.

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9. Data Intelligence - Analytics and Insights

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Our platform provides analytics and reporting features to track and analyse chatbot and campaign performances. 

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1. Brands/Businesses can gain insights into user interactions, response accuracy, and user satisfaction, enabling them to optimise their Conversational Automation strategy.
2. Lead Capture and Management helps businesses capture leads by integrating forms, pop-ups, and other lead generation tools. The platform also provides lead management features to track and organise leads for further nurturing.
3. Segment and target your customers effectively
4. Analyse ROI generated from marketing automation using detailed insights

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10. What if the buyer is not available on WhatsApp, you ask?

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If a customer is not available on WhatsApp, an IVR will be initiated. Post IVR, you can opt for manual calling by our dedicated outbound calling team. Please note that this functionality needs to be activated manually by yourself on the platform.

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2. Shiprocket Engage

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This buyer communication tool supported by WhatsApp facilitates genuine, well-timed, and valuable connections for your business. Whether it's enhancing conversions or providing customer support, streamline your activities and elevate your business at every stage.

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What makes Shiprocket, well, Shiprocket:

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1. Enhance your conversion optimization efforts by sending personalised reminders, effectively reducing your cart abandonment rate by up to 10%.
2. Harness the power of data intelligence to pinpoint potentially high-risk buyers, orders, and addresses with the assistance of our MLI engine, which has been trained on a vast dataset exceeding 1 billion data points.
3. Minimise your Return to Origin (RTO) instances by employing pre-configured notifications to validate orders, confirm addresses, and transform potentially problematic orders into prepaid ones.
4. Create a delightful customer experience by implementing IVR (Interactive Voice Response) and delivering branded order tracking updates, showing your customers that they are genuinely appreciated and valued.
5. Provide seamless CRM (Customer Relationship Management) support by offering prompt query resolution and assistance through a shared WhatsApp team inbox.

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3. Tellephant

Elephant is simply another one of the Top End-to-end shopping experience providers on WhatsApp.

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Let’s talk about the Tellephant in the room:

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SELL

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1. Effortlessly showcase your product catalogs and enable customers to place orders directly through WhatsApp.
2. Streamline your communication by automating transactional notifications.
3. Boost your sales with the power of automated purchase recommendations and timely reminders for abandoned carts.

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PROMOTE

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1. Enhance your customer engagement by segmenting and precisely targeting your audience.
2. Drive sales growth by automating your marketing messages efficiently.
3. Gain a deep understanding of your return on investment (ROI) derived from marketing automation by leveraging comprehensive insights and analytics.

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SUPPORT

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1. Engage potential customers and drive sales by initiating conversations through chatbots.
2. Deliver scalable customer support through WhatsApp, ensuring efficient assistance for your clients.
3. Enhance the customer experience by monitoring and optimising your team's response and resolution times effectively.

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4. Wati

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WATI (WhatsApp API Integration) is a software platform that provides businesses with a means to integrate WhatsApp messaging into their operations and customer communications. With the popularity of WhatsApp as a messaging app, WATI offers a range of tools and features to facilitate efficient and automated communication with customers.

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WATI allows businesses to connect their existing systems, such as customer relationship management (CRM) platforms or helpdesk software, to WhatsApp. By doing so, businesses can manage their customer interactions, send automated messages, and handle customer support queries through the WhatsApp platform.

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Key features of WATI include:

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1. Two-way Messaging: WATI enables businesses to send and receive messages from customers on WhatsApp, facilitating interactive conversations.
2. Automation and Chatbots: WATI supports the use of chatbots and automation to handle frequently asked questions, provide instant responses, and streamline customer interactions.
3. Notifications and Reminders: Businesses can send important notifications, reminders, updates, and alerts to customers via WhatsApp, enhancing communication and engagement.
4. CRM Integration: WATI integrates with popular CRM systems, enabling businesses to centralise customer data and manage WhatsApp interactions within their existing workflows.
5. Analytics and Reporting: WATI provides insights and analytics on messaging metrics, such as response times and message volumes, allowing businesses to evaluate performance and improve their customer service.

5. Zoko

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“Everything you need for ecommerce on WhatsApp” - that’s basically their tagline. But you can obviously take the call on that cby considering what’s needed for your brand.

Let's now understand Zoko whatsapp api for Business:

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1. WhatsApp Catalog
   
   Enable customers to make purchases directly within WhatsApp, providing a seamless and convenient shopping experience.
   Zoko's cutting-edge WhatsApp catalog tool seamlessly synchronises your website's product catalog with WhatsApp, empowering customers to make purchases without leaving the app. Eliminate the need for high-intent customers to exit WhatsApp when making payments, enhancing their shopping experience.
2. WhatsApp Broadcasts
   
   Don't worry about emails going unnoticed. Switch to broadcasting your messages on WhatsApp for higher engagement and visibility.
   
   Harness the power of WhatsApp's remarkable 500% better open rates compared to emails. Your customers who reach out on WhatsApp are among your most engaged audience. With Zoko, engage in personalised, scalable conversations with them, qualifying and converting prospects in real-time, 24/7.
3. Workflow Automation
   
   Repetitive tasks? Automate them for efficiency!
   
   They stand out as an exceptional WhatsApp automation tool. Whether it's streamlining COD order confirmations or orchestrating intricate multi-step workflows that seamlessly integrate with platforms like Shopify and apps like judge.me, FlowHippo offers a versatile canvas to automate repetitive tasks. This allows you to redirect your focus toward revenue generation.
4. Tickets?
   
   Customers today expect support on WhatsApp rather than traditional ticketing systems. Meet their expectations by providing efficient and convenient WhatsApp-based support.
   
   In today's fast-paced world, customers indeed anticipate instant and automated support from brands through WhatsApp. It's worth noting that 93 out of the top 100 Shopify brands in "WhatsApp first" markets such as India and Brazil are already providing support on WhatsApp. Don't wait any longer—consider adopting this trend to meet customer expectations effectively.

6. BusinessOnBot

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Trusted by 500+ D2C Brands, BusinessOnBot is among the top 10 WhatsApp services out there - boasting a unique way to acquire new users.

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The key points behind BusinessOnBot:

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1. Seamless Integration - they've got you covered across the board, ensuring support and solutions wherever you need them.
2. Omni-channel Support - Connect, engage, and convert effortlessly!
   
   Unlock your full potential for success by harnessing the power of robust omni-channel tools. Drive tangible results and cultivate enduring connections effortlessly across various platforms.
3. Ad Integration - Effortlessly integrate your advertisements with your WhatsApp shop for a seamless shopping experience.
   
   Supercharge your conversion rates and maximise ROI through precise targeting. Leverage the effectiveness of seamless ad integration to achieve outstanding results.
4. Fast Checkout - Now, your customers can finalise their purchases directly within WhatsApp without the need to leave the platform.
5. Enhance your campaign efficiency and boost conversions with Advanced User Segmentation tools, making your marketing efforts more precise and effective.
6. Leverage Smart Automation to effortlessly tailor your marketing campaigns to meet the unique preferences and needs of your customers.
7. Catalog Search - With just a single click within your WhatsApp chat, you can now showcase your entire catalog, making it easier for customers to browse and shop.

7. LimeChat

Limechat is a chat application that is designed to facilitate real-time communication and collaboration within teams and organisations. It provides a platform for team members to exchange messages, share files, and collaborate on projects.

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Key features of Limechat include:

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1. Instant Messaging: Limechat offers real-time messaging capabilities, allowing team members to have quick and efficient conversations.
2. Channels and Groups: Users can create channels or groups based on different projects, teams, or topics. This helps to organise discussions and ensure that the right people are involved in relevant conversations.
3. File Sharing: Limechat enables users to share files, documents, images, and other media within the chat application. This promotes seamless collaboration and makes it easier to exchange information.
4. Notifications: Users can receive notifications for new messages, mentions, or updates within Limechat, ensuring that important information is not missed.
5. Integrations: Limechat often integrates with other productivity tools and platforms, such as project management systems or file storage services, allowing users to access information and perform actions without leaving the chat application.

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8. DelightChat

DelightChat is a customer support platform that specialises in providing seamless integration and management of customer communications across various messaging channels. It aims to centralise and streamline customer support interactions, allowing businesses to efficiently handle customer inquiries and provide timely and personalised responses.

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DelightChat and its offerings:

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1. Multi-channel Integration:
   
   DelightChat integrates with popular messaging platforms like Shopify, Instagram, Facebook Messenger, WhatsApp, and more, consolidating all customer messages into a single interface. This enables customer support teams to manage all conversations in one place.
2. Unified Inbox:
   
   DelightChat provides a unified inbox that displays all customer messages from different channels, making it easier for support agents to respond promptly and maintain a consistent customer experience.
3. Collaboration and Assignment:
   
   DelightChat allows support teams to collaborate by assigning conversations to specific team members. This ensures that inquiries are handled efficiently and prevents duplication or delays in responses.
4. Automation and Saved Replies:
   
   The platform offers automation features and the ability to create saved replies or templates. This helps support agents streamline their responses, automate routine tasks, and provide consistent information to customers.
5. Analytics and Reporting:
   
   DelightChat provides insights and analytics on customer support metrics, such as response times, resolution rates, and customer satisfaction. This data allows businesses to evaluate their performance and make improvements as needed.

9. Interakt

Interakt login is a customer engagement and communication platform that helps businesses interact with and support their customers through various channels. It offers a range of tools and features to enhance customer engagement, capture leads, and provide personalised support.

But unlike Pragma, Interakt login is solely focused on communication alone, and hence lacks the benefit of data from other sides such as -  Return Management data, RTO data, Checkout data, Logistics data etc.

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The standout services offered by Interakt includes:

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1. Live Chat: Interakt provides a live chat feature that enables real-time communication between businesses and their website visitors or app users. This allows businesses to provide instant support, answer queries, and engage with potential customers.
   
   
2. Customer Engagement: Interakt offers tools for engaging with customers through targeted messages, surveys, and feedback collection. This helps businesses gather insights, improve customer satisfaction, and build stronger relationships.
   
   
3. Lead Capture and Management: Interakt helps businesses capture leads by integrating forms, pop-ups, and other lead generation tools. The platform also provides lead management features to track and organise leads for further nurturing.
   
   
4. Email Marketing Automation: Interakt allows businesses to create and automate email marketing campaigns. This includes features like email templates, segmentation, and analytics to improve engagement and conversions.
   
   
5. Helpdesk and Ticketing: Interakt provides a helpdesk system to manage customer support tickets and track issue resolution. It helps streamline customer support processes and ensure timely responses to customer queries.
   
   

10. Yellow.ai 

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Yellow.ai is an AI-powered conversational automation platform that enables businesses to build and deploy chatbots and virtual assistants for enhanced customer interactions. It leverages artificial intelligence and natural language processing to automate customer engagement and support across various channels, such as websites, mobile apps, messaging platforms, and voice assistants.

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Top 5 highlights behind yellow.ai:

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1. Chatbot Development: Yellow.ai provides a user-friendly interface and tools to create and customise chatbots without extensive coding knowledge. It allows businesses to design conversational flows, define responses, and integrate with backend systems.
2. Natural Language Processing (NLP): The platform utilises NLP capabilities to understand and interpret user queries, enabling chatbots to provide more accurate and context-aware responses. This enhances the user experience and improves the effectiveness of automated interactions.
3. Integration Capabilities: Yellow.ai integrates with various third-party systems and platforms, such as customer relationship management (CRM) tools, helpdesk software, and e-commerce platforms. This allows businesses to leverage existing data and systems to enhance the functionality and effectiveness of their chatbots.
4. Analytics and Insights: The platform provides analytics and reporting features to track and analyse chatbot performance. Businesses can gain insights into user interactions, response accuracy, and user satisfaction, enabling them to optimise their conversational automation strategy.
5. Human Handover: Yellow.ai supports seamless human handover when chatbots are unable to handle complex or sensitive queries. This ensures a smooth transition from automated interactions to live human support, providing a personalised touch when needed.

11. Bik 

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BIK.AI is an artificial intelligence company that focuses on providing AI solutions for the retail industry. Their platform utilises advanced machine learning and computer vision technologies to help retailers optimise their operations and enhance customer experiences.

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Key features of BIK include:

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1. Shelf Monitoring: BIK platform offers shelf monitoring capabilities, using computer vision to analyse product placement, availability, and planogram compliance on store shelves. This can help retailers ensure that products are well-stocked, properly displayed, and improve overall store performance.
   
   
2. Inventory Management: The platform provides inventory management tools that leverage AI algorithms to analyse sales patterns, predict demand, and optimise inventory levels. This helps retailers reduce stockouts, minimise excess inventory, and improve supply chain efficiency.
   
   
3. Customer Analytics: BIK offers customer analytics features to gain insights into customer behaviour and preferences. By analysing data collected from various sources, such as loyalty programs or point-of-sale systems, retailers can better understand their customers and deliver personalised experiences.
   
   
4. Promotional Effectiveness: BIK's platform assists retailers in assessing the effectiveness of promotional campaigns. By analysing sales data and customer response, it can help retailers identify the most impactful promotions and optimise their marketing strategies.

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12. Freshchat

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Freshchat is a customer messaging software platform that enables businesses to engage with their customers through real-time chat, automation, and collaboration tools. It is designed to enhance customer support, sales, and marketing interactions by providing a seamless messaging experience across multiple channels.

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Take a look at what Freshchat has to offer:

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1. Omnichannel Messaging: Freshchat supports messaging across various channels, including web chat, mobile chat, social messaging platforms, and email. This ensures that customers can reach out through their preferred communication method.
2. Chatbot Automation: The platform includes chatbot capabilities for automating routine tasks, answering frequently asked questions, and qualifying leads. Chatbots can provide instant responses and assist customers before routing them to a human agent if necessary.
3. Team Collaboration: Freshchat provides collaboration tools to enable seamless communication and information sharing among team members. This ensures that customer queries and issues can be addressed efficiently across departments.
4. Advanced Messaging Features: Freshchat offers features such as rich media sharing, file attachments, co-browsing, and screen sharing. These features enhance communication and enable agents to provide visual support or share relevant resources with customers.
5. Customer Context and Insights: Freshchat provides agent-specific views that display customer information and conversation history, allowing agents to have contextual conversations and deliver personalised experiences. It also offers analytics and reports to track metrics like response times and customer satisfaction.

13. Trengo

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Trengo is a collaborative customer communication platform that helps businesses manage and streamline their customer interactions across multiple channels. It provides a unified inbox and collaboration tools to enable efficient customer support, sales, and marketing interactions.

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Trengo and its top 5 WhatsApp assisting services:

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1. Unified Inbox: Trengo centralises customer messages from various channels, including email, chat, social media, WhatsApp, and more. This allows businesses to manage all customer conversations in one place, ensuring a seamless and organised communication process.
2. Team Collaboration: Trengo offers collaboration features to facilitate teamwork among customer support agents. It allows team members to collaborate, assign conversations, leave internal notes, and share information, ensuring a coordinated effort to provide efficient customer support.
3. Automation and Workflows: The platform provides automation capabilities to streamline repetitive tasks and processes. Businesses can set up automated responses, routing rules, and workflows to optimise efficiency and ensure timely customer resolutions.
4. Customer Context and Insights: Trengo provides a 360-degree customer view by aggregating customer data and conversation history. This enables agents to have context-rich conversations and deliver personalised support. The platform also offers analytics and reporting features to track performance and gain insights into customer satisfaction and team productivity.
5. Integration Capabilities: Trengo integrates with various third-party tools and platforms, including CRMs, helpdesk software, e-commerce systems, and more. This allows businesses to leverage existing systems and data to enhance their customer communication and support processes.

14. Twilio

Twilio is a cloud communications platform that provides APIs and services for businesses to build and integrate various communication channels into their applications. It enables developers to incorporate functionalities such as voice calling, SMS messaging, video communication, and more into their software solutions.

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Key components and features of Twilio include:

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1. Programmable Voice: Twilio offers APIs that allow developers to embed voice calling capabilities into their applications. This enables businesses to make and receive phone calls programmatically, create interactive voice response systems, and implement call routing and queuing.
2. Programmable Messaging: Twilio's messaging API enables businesses to send and receive SMS messages, as well as handle other messaging channels such as WhatsApp and Facebook Messenger. Developers can incorporate two-way communication, automated responses, and message routing into their applications.
3. Video Communication: Twilio provides video APIs that enable developers to incorporate real-time video and audio communication capabilities into their applications. This allows businesses to build video conferencing, live streaming, or video chat functionalities.
4. Chat Channels: Twilio offers chat APIs that allow developers to create real-time chat applications or integrate chat functionality into existing applications. This enables businesses to facilitate instant messaging and collaboration among users.
5. Communication Infrastructure: Twilio's platform operates in the cloud, providing a scalable and reliable infrastructure for handling communication traffic. It handles aspects such as network connectivity, security, and global reach, ensuring high-quality and secure communication.
   
   Twilio is widely used by businesses for a range of applications, including customer support, marketing campaigns, notifications and alerts, appointment reminders, and more.

15. Userlike

Userlike is a live chat and customer messaging platform that enables businesses to engage with their website visitors and customers in real-time. It provides a range of communication tools to enhance customer support, sales, and marketing interactions.

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Key features of Userlike include:

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1. Omnichannel Messaging: Userlike supports messaging across various channels, including website chat, messaging apps, and social media platforms. This ensures that businesses can engage with customers through their preferred communication channels.
2. Chatbot Integration: The platform allows businesses to integrate chatbots into their live chat interactions. Chatbots can handle routine inquiries, provide automated responses, and qualify leads, freeing up human agents' time for more complex queries.
3. Customization and Branding: Userlike offers customization options to align the chat interface with the business's branding. It allows businesses to customise chat widgets, chat buttons, and chat window appearance to maintain a consistent brand experience.
4. Visitor Analytics: Userlike provides visitor analytics and tracking features, allowing businesses to gain insights into visitor behaviour, page views, and session details. This information can help businesses understand customer needs, optimise website content, and improve conversion rates.
5. Integration Capabilities: Userlike integrates with popular customer relationship management (CRM) systems, helpdesk software, and other business tools. This enables businesses to sync customer data, access customer history, and streamline their support workflows.

16. AiSensy

AiSensy is a bit similar to Pragma’s WhatsApp Business Suite - they’re a complete WhatsApp Marketing Platform too. 

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Here's a breakdown of the key features and capabilities of AiSensy:

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1. Broadcast Promotional Offers to Unlimited Users: Effortlessly reach a wide audience by broadcasting promotional offers to an unlimited number of users on WhatsApp.
2. Sell your Products on WhatsApp using Catalogs: Showcase and sell your products directly through WhatsApp catalogs, providing a convenient shopping experience for your customers.
3. Automate Messages via Integrations: Integrate with various tools and systems to automate messages, streamlining your communication and engagement efforts.
4. Enable Multi-Agent Live Chat for Customer Support: Deliver top-notch customer support by enabling multi-agent live chat, ensuring prompt assistance for your customers.
5. Build Chatbots & Solve for 24 x 7 Support & Engagement: Develop chatbots to provide round-the-clock support and engagement, enhancing customer service and interaction.

To Wrap it Up

You have gone through a list of 16 WhatsApp Business Service providers ideal for D2C brands in India, but…

Which one is ideal for your brand in specific?

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1. Which one falls under your budget?
2. Which one has the data you’re looking for?
3. Which one provides more than the basic services you’re looking for?
4. Which one is trusted by brands far and wide?
5. Which one was made with D2C brands in mind?
6. Which one can be customised to the MAAAAAX?

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We can’t get even more into detail about the others… but you can set up a demo with us now!

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