You know things have changed when your laundry guy sends you a message on WhatsApp asking, “Bhaiya, aaj kapda hai kya?” (do you have any clothes to give me today). Large numbers of people like that who never used SMS are now comfortably sharing messages, pictures and videos over chat. The preference order of communication is fast reversing to ‘Chat first, Call later’.

India happens to be the largest markets using chat platforms like WhatsApp and Hike for personal communication. Businesses are adapting to using messaging platforms to communicate new product arrivals and offers. A…

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