Why SMS & WhatsApp Work So Well in India

Indian shoppers:

• Check WhatsApp multiple times daily

• Trust conversational messaging

• Prefer quick updates

• Respond faster to short messages

For repeat purchases, speed + familiarity = higher conversion.

Part 1: Smart Segmentation Before Sending Campaigns

Sending the same message to everyone reduces results and increases opt-outs.

Instead, segment customers into groups.

1. First-Time Buyers

Goal: Convert into repeat buyers
Send: Thank you + reorder incentive

2. Repeat Buyers

Goal: Increase loyalty & frequency
Send: Early access, VIP offers

3. Inactive Customers (30–60 Days No Purchase)

Goal: Reactivation
Send: Win-back discount or new arrival update

4. High-Value Customers

Goal: Relationship building
Send: Exclusive launches, premium support

5. COD Customers

Goal: Push prepaid adoption
Send: Small prepaid incentive

Segmentation increases conversions and reduces spam complaints.

Part 2: WhatsApp Campaign Templates

Post-Delivery Repeat Trigger

Hi [Name]

Hope you loved your recent order!
Reorder directly from our store & get ₹100 off
Shop here: [Link]

Reorder Reminder (Consumables)

Hi [Name], running low on your [Product]?

Tap to reorder instantly with UPI or COD:
[Link]

New Launch Announcement

Hi [Name]!

Our new collection is live
Early access just for you:
[Link]

VIP Customer Message

Hi [Name],

As one of our valued customers, enjoy 24-hour early access before public launch.
Shop here: [Link]

Part 3: SMS Campaign Templates

Keep SMS short and clear.

Cart Recovery SMS

You left something in your cart! Complete your order here: [Short Link]

Flash Sale SMS

Flash Sale Live 20% off today only. Shop now: [Short Link]

Win-Back SMS

We miss you! Enjoy ₹150 off your next order. Shop here: [Short Link]

Part 4: Regulatory & Compliance Best Practices (India)

This is critical.

1. TRAI & DLT Compliance (For SMS)

In India:

• Register your brand on DLT platform

• Use approved templates

• Send only to opted-in users

• Follow timing rules (usually 9 AM–9 PM)

Non-compliance can lead to message blocking.

2. WhatsApp Business Policy

For WhatsApp:

• Collect explicit opt-in consent

• Use approved message templates

• Avoid spam-style promotions

• Provide opt-out option

Example:

Reply STOP to unsubscribe.

3. Don’t Over-Send

Best frequency:

• 2–4 campaigns per month

• Triggered automation for reorders

• Avoid daily promotions

Trust is more valuable than short-term sales.

Part 5: Campaign Strategy That Drives Repeat Revenue

The real power comes from combining:

SMS → Immediate attention
WhatsApp → Conversational selling
Email → Detailed follow-up

Example Flow:
New launch email → WhatsApp reminder → SMS last call

This layered strategy increases conversion significantly.

Key Metrics to Track

• Click-through rate

• Conversion rate

• Revenue per campaign

• Opt-out rate

• Repeat purchase rate

Small improvements compound over time.

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