Jio Haptik Technologies, Jio Platforms' customer experience AI platform, announced the public release of Interakt, an app that allows small and medium companies (SMBs) to manage their whole business on WhatsApp, on Tuesday. This is the first product of Haptik's for the SMB and MSME economy, which is projected to number in the millions. It functions by allotting Businesses with a special WhatsApp Business number to interact with their consumers about product queries, customer service, alerts and notifications, aided sales, and other topics.
Interakt was created to fuel this new conversational commerce sector. The introduction coincides with the rise of internet-based Direct-to-Consumer (D2C) companies that seek to harness customised connections with clients via chat platforms like WhatsApp. As part of the early access launch a few months ago, over 500 businesses are already utilising it, including brands like The Pillow Company, Bare Anatomy, and Sleepy Owl. Given the enormous reaction the product has received from early consumers, Interakt aims to increase this number by tenfold over the following six to twelve months. WhatsApp, the Facebook-owned messaging app, already provides a platform for small companies to interact with consumers and sell directly to them through the WhatsApp Business app, which has over 50 million users worldwide, including over 15 million in India. These 15 million MSMEs are the focus of Interakt. Interakt is a seamless platform for company owners to acquire their own WhatsApp Business numbers, manage conversations at scale with a Shared Inbox (web & mobile), and engage customers with notification management, in addition to giving out of the box connectivity with Shopify.
Some of Haptik’s clients include Dream 11, Oyo Room, Lenskart, Ola taxi, Pepperfry, Upstox, Havells, Ceat, Eureka Forbes, and others. According to Aakrit Vaish, co-founder and CEO of Haptik, WhatsApp is currently the default channel for individuals in India to purchase directly from brands and small enterprises. However, managing these connections at scale may be difficult for corporations. We believe there will come a day when WhatsApp will surpass the web as the most popular platform for such transactions. We're presently focusing on India's approximately 15 million tech-enabled SMEs who utilise the WhatsApp Business app on a monthly basis. Almost all of the major e-commerce platforms are supported by us. We also have a native Shopify app that enables Shopify merchants to seamlessly connect their store with their WhatsApp Business number and set up automated WhatsApp notifications on various events like cart recovery, cash-on-delivery confirmation, order updates, and so on."
In April 2019, Jio paid about Rs 700 crores for a controlling interest in Haptik.
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