iWorld
WhatsApp emerges as key commerce channel in India: Meta report
Whitepaper shows 77 per cent of purchases influenced by social media and shoppers spend 2.5 times more across channels
MUMBAI: If shopping once meant a stroll down the high street, today it begins with a scroll on a smartphone. India’s retail journey is being rewritten in real time, as consumers glide between Instagram Reels, WhatsApp chats and physical stores with barely a pause for thought. A new whitepaper by Meta in collaboration with the Retailers Association of India argues that this shift is not cosmetic but structural, powered by artificial intelligence, short form video, creators and conversational commerce.
The numbers underline the scale of the change.
Social media now influences 77 per cent of retail purchase decisions in India, with Meta’s platforms accounting for 96 per cent of social driven discovery. Discovery itself is increasingly passive and visual rather than deliberate and search led. As much as 97 per cent of consumers watch short form video daily, and 60 per cent of time spent on Facebook and Instagram is devoted to video content.
In other words, the shop window has moved to the feed.
The report highlights the growing dominance of the omnichannel shopper, a consumer who researches and buys fluidly across online and offline environments. More than 50 per cent of retail consumers research products online before purchasing in store. Equally, over 50 per cent browse in store before completing their purchase online.
This blended behaviour is lucrative. Shoppers who buy across channels spend 2.5 times more than single channel shoppers. When customers engage across multiple touchpoints, spending rises by as much as 73 per cent. For retailers, unified commerce is no longer a strategy slide. It is a revenue imperative.
Meta India director of E commerce and retail Meghna Apparao, urged brands to focus on three pillars: Reels and creators for authentic storytelling, omnichannel performance marketing to connect platforms, and WhatsApp as a personalised commerce channel. Hitesh Bhatt of RAI noted that the challenge is no longer adopting digital tools but integrating them to deliver measurable outcomes.
Artificial intelligence sits at the heart of this integration. Indian retailers using Meta’s omnichannel optimisation have recorded more than fourfold improvements in omnichannel return on ad spend. Businesses that integrated in store sales data through Meta’s Conversions API have reported Roas uplift ranging from 2 times to 5 times or more, alongside incremental sales growth of up to 9 times depending on category and market.
Integrated data strategies have also delivered revenue growth of up to 15 per cent, suggesting that when digital signals are tied to offline outcomes, marketing efficiency sharpens considerably.
Retailers are already putting this into practice. Reliance Digital has leaned into a Reels first strategy, working with regional creators to drive engagement and measurable business impact. Croma says Meta’s AI powered tools have enabled it to integrate offline data and activate performance marketing across touchpoints, strengthening both footfall and revenue across online and physical stores.
Trust is increasingly creator led. The report finds that 71 per cent of consumers make a purchase within a couple of days of seeing creator content on Meta’s technologies. Campaigns that leverage reels and creators have delivered 71 per cent higher brand intent lift and 19 per cent lower acquisition costs.
Micro and nano creators, in particular, are accelerating purchase decisions by embedding products into relatable, local narratives. Influence is no longer confined to celebrity endorsements. It is distributed, conversational and continuous.
If Instagram and Facebook drive discovery, WhatsApp is emerging as the conversion engine. According to the report, 72 per cent of product discovery now happens on WhatsApp. Retailers using business messaging and click to WhatsApp campaigns are seeing a 61 per cent average improvement in return on ad spend, a 62 per cent increase in leads and 22 per cent higher order values.
The implication is clear. Commerce is shifting from clicks to conversations. Discovery, purchase and post purchase support increasingly unfold within a single chat thread.
The whitepaper argues that omnichannel maturity will define competitiveness in Indian retail. Consumers no longer toggle between online and offline modes. They operate across both simultaneously, often within the same buying journey.
For brands, the task is no longer about being present on digital platforms. It is about stitching together discovery, data, conversation and store experience into a unified loop that can be measured in footfall, revenue and repeat purchase.
As India’s shoppers continue to scroll before they stroll, the retailers who align AI, creators and messaging into one seamless experience may find that the path to growth is less about adding new channels and more about connecting the ones they already have.
iWorld
Tech firms tweak office operations amid LPG shortage concerns
Infosys, HCLTech and Cognizant adjust cafeteria services and work policies.
MUMBAI: When geopolitics turns up the heat, even office cafeterias start feeling the burn. Several technology companies in India are adjusting workplace operations and food services as concerns over a nationwide shortage of liquefied petroleum gas (LPG) grow following escalating tensions in West Asia. Major IT firms including Cognizant, Infosys and HCLTech have begun rolling out contingency measures to reduce dependence on office cafeterias that rely heavily on commercial LPG.
The disruption stems from rising geopolitical tensions involving Iran after military action by the United States and Israel reportedly led to the closure of the Strait of Hormuz, a critical global shipping route for oil and gas supplies. The closure has disrupted the movement of LPG and liquefied natural gas across international markets, triggering concerns about supply constraints and price volatility.
According to a report by The Times of India, Cognizant has advised employees to bring their own meals to office where possible to reduce reliance on office cafeterias dependent on LPG based cooking.
The company has reportedly told staff that it is preparing for potential disruptions driven by supply prioritisation, price fluctuations and pressure on vendor networks.
As part of contingency planning, Cognizant is identifying alternative food vendors that do not rely on LPG. These include kitchens using induction based or solar powered cooking systems.
The company is also exploring partnerships with cloud kitchens that operate on electric or solar power to ensure uninterrupted food supply in case conventional cooking gas availability worsens.
Additionally, Cognizant is evaluating the possibility of expanding work from home or hybrid arrangements for non critical roles, partly to reduce commuting exposure if fuel prices rise sharply due to global energy disruptions.
Meanwhile, HCLTech allowed employees at its Chennai office to work from home on March 12 and March 13 after cafeteria vendors were unable to operate because of the LPG shortage.
Several food service vendors at the campus reportedly suspended operations as they struggled to secure cooking gas supplies, prompting the company to permit staff to work remotely for the two days.
Infosys has also issued internal advisories across multiple locations, including its campuses in Bengaluru and Chennai.
The company informed employees in Bengaluru that cafeteria services would continue but with reduced menu options due to concerns around commercial LPG availability.
As part of the temporary adjustments, live food counters have been suspended, and employees have been encouraged to bring home cooked food while the situation evolves.
While LPG shortages in India remain a developing situation, the measures taken by these technology firms highlight how global geopolitical disruptions can ripple through unexpected corners of the economy, even the humble office lunch.
For companies with large campuses and thousands of employees relying on daily cafeteria services, cooking fuel shortages can quickly turn into an operational challenge. Until global supply chains stabilise, many workplaces may find themselves rethinking everything from food sourcing to flexible work policies.
