In a landmark validation of conversational AI’s impact on business outcomes, Gupshup, the global leader in conversational messaging, has unveiled findings from a Forrester Consulting Total Economic Impact™ (TEI) study commissioned by Meta. The study quantifies the measurable benefits of Gupshup’s Conversation Cloud platform on the WhatsApp Business Platform—especially for retail and e-commerce businesses seeking to boost engagement, lead conversion, and revenue growth. Alongside the study, Gupshup and Meta have launched an ROI calculator, providing a fast-track tool for businesses to estimate their potential gains from deploying WhatsApp-powered customer interactions.
Findings from the Forrester TEI Study
- Superior Engagement Over Traditional Channels
- WhatsApp campaigns powered by Gupshup showed 50% more customer engagement compared to SMS and email.
- 90% of businesses reported higher open rates, while 92% saw increased click-through rates on WhatsApp messages.
- Outstanding ROI and Business Value
- The composite organization—a representative model based on aggregated customer interviews—achieved a 270% return on investment over three years.
- This result reflects cost savings, improved campaign performance, and end-to-end customer journey optimization.
- Conversion and Revenue Uplift
- Businesses saw a 55% increase in conversion rates after using Gupshup’s AI-driven automation for WhatsApp.
- The same organizations experienced a 2.08% rise in total revenue, showing direct monetization of improved messaging.
- Growth in Customer Base and Purchase Value
- 90% of businesses experienced a significant increase in new customer acquisition.
- The average order value (AOV) rose by 20%, resulting in a 1.17% total revenue lift from WhatsApp campaigns alone.
AI-Powered Conversations: A Strategic Business Asset
According to Beerud Sheth, Founder and CEO of Gupshup, “AI-driven conversations are no longer just a customer support tool—they are transforming every function of the business, from marketing and sales to post-purchase engagement and customer care.”
He adds, “At the core, it’s about delivering seamless, intelligent, and personalized interactions that enhance the overall customer experience. The future of business is conversational, and AI is the engine driving this transformation.”
The Shift from Transactional Messaging to End-to-End Journey Engagement
Gupshup’s Conversation Cloud platform, integrated with the WhatsApp Business API, enables businesses to:
- Create personalized conversations that build brand trust and loyalty.
- Automate lead generation and qualification processes via AI chatbots.
- Improve post-sale engagement with transactional updates, cross-sells, and support automation.
This complete lifecycle engagement strategy not only boosts conversions but also reduces costs associated with manual intervention and fragmented marketing efforts.
Why WhatsApp and Gupshup Are Redefining E-commerce Communication
- High Reach, High Attention
- WhatsApp’s penetration and immediacy make it ideal for time-sensitive promotions and re-engagement.
- Data-Driven Personalization
- Gupshup’s platform leverages AI to tailor message flows based on user behavior and purchase history.
- Integrated ROI Tools
- The newly released ROI calculator allows brands to simulate returns based on industry benchmarks and campaign scenarios, simplifying business case development for conversational commerce.
The TEI study confirms what many forward-looking brands already know: Conversational AI on WhatsApp is a revenue-generating channel, not just a communication medium. Retailers and e-commerce platforms that adopt Gupshup’s AI-driven Conversation Cloud are not only seeing better engagement metrics—they’re achieving tangible growth in customer acquisition, sales conversions, and revenue.
As digital experiences shift toward real-time, two-way interactions, platforms like WhatsApp—when enhanced with AI—will become central to enterprise customer engagement strategies.
