D2C Brands Turn to AI Calls to Double Abandoned-Cart Recoveries
New Delhi, September 24, 2026
D2C brands using AI-powered voice calls alongside WhatsApp are recovering twice as many abandoned carts as brands relying on WhatsApp-only recovery journeys, according to six months of data released by ecommerce technology company GoKwik.
The findings cover 30 brands using AI Calling on GoKwik’s customer engagement platform KwikEngage, which is currently handling more than one million calls every month. The improvement was recorded across all participating brands, although the gains were higher for some brands depending on their cate1gory, customer base and existing recovery performance.
The combined voice and WhatsApp journeys also generated more than 10X incremental return on spend when compared with WhatsApp-only recovery. GoKwik calculated the incremental return by measuring the additional revenue generated from orders recovered after AI Calling was added to existing WhatsApp recovery flows.
The data indicates that voice can address an important gap in abandoned-cart recovery. While a WhatsApp message can remind a shopper about an incomplete purchase, a call allows the customer to ask questions about the product, delivery timelines, payment options, discounts or return policies before completing the order.
Brands using the feature recorded an average call answer rate of 60 to 65 per cent. Shoppers who engaged through both AI Calling and WhatsApp were also 2.5 times more likely to complete a purchase than those who interacted through either channel alone.
“Abandoned carts are not always the result of weak purchase intent or pricing. In many cases, a shopper has a specific question that remains unanswered at the point of purchase,” said Chirag Taneja, Co-founder and CEO of GoKwik. “Our data shows that WhatsApp and voice work better together. WhatsApp provides the reminder, while a conversation gives the shopper an opportunity to resolve the issue preventing the transaction from being completed.”
AI Calling contacts eligible shoppers, reminds them about pending carts, explains applicable offers and assists them in completing their orders. Brands can customise the tone of the conversation, provide offer details and coordinate calling schedules with their existing WhatsApp communication.
The feature can be integrated into existing abandoned-checkout journeys without extensive technical changes. Brand onboarding, configuration and sample-call testing can be completed within two working days.
GoKwik is also extending its voice capabilities to other parts of the ecommerce journey, including cash-on-delivery order confirmation, non-delivery report resolution, customer support, assisted selling and reactivation of inactive customers. Cash-on-delivery confirmation can help brands verify orders before dispatch and reduce the risk of return-to-origin shipments.
The calls operate within consent, frequency and opt-out controls. Calls are placed only between 10 am and 9 pm, and shoppers can choose not to receive further calls.
GoKwik said it plans to expand AI Calling across a larger set of brands as voice becomes an additional engagement channel for ecommerce companies seeking to improve conversion without relying entirely on repeated discounts or one-way reminders.
About GoKwik
GoKwik is a full-funnel ecommerce growth platform serving more than 20,000 brands and 220 million online shoppers. Founded in 2020 and headquartered in New Delhi, its product suite covers checkout, shipping management, return-to-origin reduction, WhatsApp commerce through KwikEngage and performance marketing through Kwik Ads. Brands using GoKwik have processed more than $2 billion in gross merchandise value through the platform. The company has raised $68 million from investors including RTP Global, Peak XV Partners, Z47 and Think Investments.