Making Conversational Commerce Work for You — GoKwik’s Abhishek Chandra Explains How (episode 562)
Abhishek Chandra is the Chief Revenue Officer at GoKwik. Founded in 2020 their focus is on helping eCommerce brands unlock their growth by solving crucial challenges across the eCommerce funnel. Which is exactly what he’s here to help us all with in this episode!
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Dive in:
[03:14] GoKwik: Empowering DTC Against Marketplaces
[08:32] India’s First E-Wallet Pioneer
[12:06] Conversational Commerce Boosts Quick Sales
[14:23] WhatsApp-Integrated Shopify Checkout Process
[18:20] WhatsApp: Essential for DTC Brands
[23:06] WhatsApp’s Innovation and Growth
[24:53] Streamlining WhatsApp Marketing Setup
[28:48] Listen to Abhishek’s Top Tips!
[32:09] Get 25% off GoKwik’s annual subscription with the code MASTERCLASS
The Competitive Edge of Conversational Commerce
Conversational commerce, especially via WhatsApp, is already a game-changer in markets like Asia and is picking up quickly in the UK and Western countries. It shortens the buying journey. Instead of browsing for 10 minutes on a website, customers can make a purchase in 2 minutes through chat. Recommendations are delivered instantly by an agent or AI bot. This reduces drop-offs and keeps the buying experience simple. The faster you help customers decide, the more sales you are likely to close.
Warm Up Customers Before Marketing on WhatsApp
You cannot start selling on WhatsApp right away. Customers need time to get used to receiving messages from you. The first 30–40 days should focus on service messages like order confirmations, tracking links, and review requests. This builds trust and helps customers see value in your messages. Once they are engaged, you can begin sending marketing campaigns with a much higher chance of success.
WhatsApp Offers Huge Engagement Advantages
WhatsApp has a 90%+ open rate, much higher than email or SMS. Customers are more likely to read and respond to messages here because it feels personal. You can include images, videos, and even emojis to make your message engaging. This creates a richer and more interactive experience. Better engagement leads to higher click-through rates and improved ROI for every campaign.
First-Mover Advantage is Real
Few UK brands are using WhatsApp for marketing today, so the channel is not crowded. This means your message will stand out and have a better chance of being seen. Early adopters are seeing exceptional results, like one brand hitting £1M revenue in a single day on Black Friday. Acting now gives you a head start on competitors. Over time, this can help build stronger relationships and customer loyalty.
Plan Ahead for Peak Seasons
To be ready for major sales events, start integrating WhatsApp well in advance. You need time to connect systems, gather customer consent, and warm up your audience. Doing this early ensures your customer list is engaged by the time Black Friday or Christmas arrives. A well-timed WhatsApp campaign can cut through the noise of crowded email inboxes. Planning now means you can maximize sales when it matters most.
eCommerce Book Top Tip
- Zero to One: Notes on Startups, or How to Build the Future by Peter Thiel
- Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant by W. Chan Kim and Renée Mauborgne
eCommerce Traffic Top Tip
- Conversational marketing via WhatsApp
Tool Top Tip
- Monday.com project management tool
- AngelList for startups
Carbon Top Tip
- Use appropriately sized delivery boxes to cut waste and reduce shipping emissions.
- Switch to EV fleets (e-scooters, electric vans) for a greener last-mile delivery.
Interview links
- Episode sponsored by GoKwik. Use the code MASTERCLASS to get 25% off their annual subscription
- Abhishek on LinkedIn
Related Episodes
- Leveraging Community and Customer Feedback for eCommerce Growth with Emily Hollender (episode 487)
- Flavers’ Journey from Dragons’ Den to Sustained Growth with Shabbir Mookhtiar (episode 499)
- Building a $2M eCommerce Brand Through Community-Driven Marketing with Hema Natesan (episode 529)
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