Omnichannel Customer Support for E-commerce India
Indian shoppers message on WhatsApp, Instagram, and Facebook — not email. ConvoHub puts every channel in one inbox, automates order queries, and lets your team handle 3× the volume without adding headcount.
Indian customers don't wait 24 hours for a reply.
India has over 500 million WhatsApp users — the largest base in the world. When someone orders from your Shopify or WooCommerce store, they expect order updates on WhatsApp, not email. When something goes wrong, they message you on Instagram DM before they raise a Meesho or Amazon dispute.
Most Indian e-commerce teams still manage these conversations across separate apps: WhatsApp Business app on a shared phone, Instagram DMs on a laptop, emails in a shared inbox. The result is missed messages, duplicated replies, and support quality that drops every sale season.
Order status queries dominate your inbox
Up to 60% of Indian e-commerce support tickets are "where is my order?" — a question a bot can answer in 2 seconds.
High RTO rates from unconfirmed COD orders
COD still accounts for 60–70% of orders in India. Unconfirmed orders drive RTO up. Automated WhatsApp confirmation cuts this by 30–40%.
Sale season volume spikes 10×
Diwali, Big Billion Day, and end-of-season sales create volume your human team cannot absorb. AI automation handles the spike without extra hiring.
One platform for support and marketing
ConvoHub is an omnichannel support platform first — with a WhatsApp marketing module built in. Your team handles every customer conversation from one inbox. Your marketing team runs broadcast campaigns from the same platform.
All channels, one inbox
WhatsApp, Instagram DM, Facebook Messenger, email, and web chat — every message lands in one shared inbox your team works from together.
ConvoAI — trained on your catalogue
ConvoAI answers order queries, product questions, and return requests automatically — trained on your Shopify catalogue and help articles, not generic FAQs.
Shopify-native order tracking
Agents see live order status, tracking numbers, and purchase history inside every WhatsApp conversation — no tab switching, no copy-pasting.
WhatsApp broadcast campaigns
Send sale announcements, restock alerts, and loyalty offers to CSV contact lists or saved segments — all using Meta-approved templates.
Unlimited agents, no per-seat fee
Add your entire support team without your bill changing. ConvoHub charges per conversation — not per person.
COD confirmation automation
Automatically confirm Cash on Delivery orders via WhatsApp before dispatch — reducing RTO rates that cut into every Indian e-commerce margin.
ConvoHub vs WhatsApp Business App
Most Indian e-commerce teams start on the free WhatsApp Business app — here is what they outgrow.
| Feature | ConvoHub | WhatsApp Business App |
|---|---|---|
| Multiple agents on same number | ✅ Unlimited | ❌ One device only |
| AI auto-reply (ConvoAI) | ✅ Included | ❌ Not available |
| Instagram + Facebook DMs | ✅ All in one inbox | ❌ Separate apps |
| Shopify order data in chat | ✅ Native sync | ❌ Manual lookup |
| Broadcast campaigns | ✅ Unlimited (Business plan) | ⚠️ Max 256 contacts |
| Campaign analytics | ✅ Delivery + read rates | ❌ None |
| Automation workflows | ✅ Visual rule builder | ❌ None |
| API access | ✅ Full REST API | ❌ Not available |
Built for Indian e-commerce workflows
Automated order updates from dispatch to delivery
Trigger WhatsApp messages automatically at each order stage — confirmed, packed, dispatched, out for delivery, delivered. Reduce inbound "where is my order?" tickets by up to 50%.
Handle return requests without human agents
ConvoAI collects the order ID, reason for return, and bank details — then routes the completed request to your team for approval. No back-and-forth, no missed requests.
Diwali and Big Billion Day broadcasts
Upload your opted-in customer list as CSV, choose a Meta-approved template, schedule the send. Reach your entire base on WhatsApp in minutes — with read rates 5× higher than email.
Review requests and loyalty offers
Automatically send a WhatsApp message 3 days after delivery asking for a Google or Trustpilot review. Follow up with a loyalty discount for customers who respond.
Frequently asked questions
Can Indian e-commerce businesses use WhatsApp for customer support legally?
Yes. WhatsApp Business API is fully available in India through Meta-certified Business Solution Providers (BSPs) like ConvoHub. Businesses must follow Meta's commerce and messaging policies, including obtaining opt-in consent before sending marketing messages.
How does ConvoHub handle COD (Cash on Delivery) confirmation on WhatsApp?
ConvoHub can trigger automated WhatsApp messages when a COD order is placed — asking the customer to confirm the order with a simple reply. This reduces RTO (Return to Origin) rates, which is one of the biggest cost drivers for Indian e-commerce businesses.
Does ConvoHub integrate with Indian e-commerce platforms like Shopify India, WooCommerce, and Unicommerce?
ConvoHub has a native Shopify integration that syncs orders, products, and customer data in real time. WooCommerce and other platforms connect via Webhook API. Integrations with Indian fulfilment platforms like Unicommerce are available via API.
How many support agents can use ConvoHub simultaneously?
Unlimited agents on all ConvoHub plans. Unlike per-seat platforms, you pay per conversation — so scaling your team from 3 agents to 30 does not increase your platform cost.
Can I send WhatsApp broadcast campaigns for sale announcements in India?
Yes. ConvoHub includes a WhatsApp marketing module that lets you send broadcast campaigns to CSV contact lists or pre-saved segments. All broadcasts use Meta-approved templates, which is mandatory for business-initiated messages in India.
Start managing WhatsApp support for your Indian store
14-day free trial. No credit card. Setup in under 1 hour — connect your WhatsApp number, add your team, and start responding.
Trusted by e-commerce brands across Mumbai, Delhi, Bangalore, and beyond