Business Platform
LuLu Hypermarket
Growing engagement with messages on WhatsApp
Brand
WhatsApp Business Solution Provider
The retail chain partnered with Yellow.ai to implement multiple WhatsApp Business Platform solutions—including marketing messages and utility messages—that boosted customer engagement for its loyalty program, digitized its promotions and more.
10X
Higher engagement for messages on WhatsApp compared to all other marketing channels, including social, SMS and paid ads*
79%
Read rate for messages on WhatsApp*
4 million+
Loyalty program signups attributed to WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Ultra-modern convenience
LuLu Hypermarkets offer ultra-modern convenience for shoppers throughout the United Arab Emirates, Saudi Arabia, Egypt, India, Indonesia and more. LuLu has innovated the traditional retail experience by adding food courts, play areas for children, money exchange counters and other convenient features in addition to selling fresh food, electronics, furniture, apparel and more.
Their Goal
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Modern marketing for modern retail
The company wanted to develop new marketing and customer service experiences that matched the modern look and feel of its stores, so it partnered with Yellow.ai, a Meta Business Partner specializing in business automation, to overhaul its marketing approach by implementing a variety of WhatsApp Business Platform solutions. This included WhatsApp marketing messages and utility messages.
“WhatsApp has helped us bring many of our most important promotions and services online using a platform our customers are already active on. By reaching out to customers proactively through marketing and utility messages on WhatsApp, we’re able to engage them on their own time. And our robust WhatsApp channel makes it easy for customers to access their loyalty plan details, view the latest offers, track their orders and much more.”
Vineeth Vipin
Group Head of Digital Marketing, LuLu Hypermarket
Their Solution
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Digitizing offline experiences
By converting formerly offline tactics to entirely online experiences on WhatsApp, LuLu was able to fully digitize several of its most important promotions and services, including its customer loyalty program, print circulars and in-store customer support. The team also enabled real-time grocery orders via WhatsApp, and sent utility messages on WhatsApp to confirm deliveries and enable rescheduling of deliveries if needed.
After clicking the link sent in a message from the brand or accessing LuLu’s channel on WhatsApp, customers could navigate the main menu to get the latest offers, check their loyalty points, get their loyalty card information, view receipts and find the nearest store.
LuLu also used marketing messages on WhatsApp for automated retargeting based on its own customer segmentation data, enabled real-time customer support via live and automated WhatsApp messaging, and promoted and registered customers for popular lead events such as its annual LuLu Hypermarket Walkathon.
Their Success
Higher engagement than other marketing channels
In the first 15 months using WhatsApp Business Platform (January 1, 2024–March 31, 2025), LuLu Hypermarket reported higher engagement than its other marketing channels. The company also reported that it had saved millions of US dollars in costs by moving all promotions to WhatsApp because it no longer had to print up marketing circulars.
- 10X higher engagement for messages on WhatsApp compared to all other marketing channels, including social, SMS and paid ads*
- 79% read rate for messages on WhatsApp*
- Over 4 million loyalty program signups attributed to WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“LuLu didn’t just adopt a new channel; they reimagined what great customer experience should feel like. WhatApp solutions such as these help redefine how businesses connect, convert and scale.”
Rahul Yadav,
Head of Business - MEA, Yellow.ai
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