Personalised imagery and cohort retention lift funnel completion, repeat orders and basket size.
bigbasket × Whilter.AI: cohort-aware retention communication grew repeat orders 31% at full catalogue scale.
+42% Funnel completion
The impact
+42% Funnel completion
+31% Repeat orders
+26% Basket size
The challenge Personalising for every shopper, at catalogue scale, was too much for manual production.
bigbasket is a leading Indian online grocery marketplace. Across a vast catalogue, the levers are clear: complete more funnels, bring shoppers back, and grow each basket.
Snype delivered personalised imagery and cohort-aware retention at scale, lifting funnel completion 42%, repeat orders 31%, and basket size 26%.
As a high-SKU grocery marketplace, bigbasket ran generic broadcasts because manual production couldn't personalise at catalogue scale.
- One creative for every shopper. A single broadcast imagery-and-messaging set was a weak fit for any individual shopper across bigbasket's vast range.
- No shopper-level signal in the creative. Each shopper's cohort behaviour existed in the data but never reached the imagery or the message they actually saw.
- Levers pulled in separate campaigns. Funnel completion, repeat orders and basket size were chased one at a time, so a gain on one rarely carried the others.
- Production was the ceiling. Hand-building variants per cohort simply didn't scale to bigbasket's SKU count, so personalisation stalled before it started.
How Whilter approached it
Personalisation at scale
Snype delivered high-SKU personalised imagery and cohort-aware retention communication at scale — adapting message and offer to the individual across channels — so the funnel, repeat-purchase, and basket levers all improved together.
a · Strategy
Segment the base by cohort
Snype split the shopper base into cohorts so retention communication could target each group's buying behaviour instead of addressing everyone as one audience.
b · Solution
Imagery built per cohort
For each cohort, imagery was drawn from bigbasket's high-SKU catalogue and matched to what that group actually buys — the creative itself carried the personalisation.
c · Tech
Generation, not hand-production
Snype generated the message and offer per shopper across channels, so the volume that broke manual production became routine output rather than a bottleneck.
d · Execution
One run across every channel
Personalisation and retention shipped from a single run across channels, keeping the funnel, repeat-purchase and basket work on one system instead of separate campaigns.
Why it worked
Relevance at the moment of decision lifted completion
When the imagery matched what a cohort actually buys, shoppers hesitated less mid-funnel — the direct read on the +42% funnel completion.
Cohort timing is what brought shoppers back
Retention tuned to each cohort's rhythm reached shoppers when they were ready to reorder, which is what moved repeat orders +31% rather than a louder broadcast.
Right-fit offers grew the basket
Matching offer to cohort surfaced items a shopper was already likely to add, so baskets grew +26% without discounting the whole range.
The compounding insight Once the creative itself carries the cohort signal, personalisation compounds — the same run that completes a funnel also earns the next order and grows the basket.
Want results like these for your brand?
Snapshot
- Industry
- E-commerce
- Company size
- Enterprise
- Channel
- Multi-channel · Personalised imagery
- Region
- India
- Use case
- High-SKU personalisation + cohort retention
- Engine
- Snype
bigbasket — frequently asked questions
What results did Whilter deliver for bigbasket?
+42% funnel completion · +31% repeat orders · +26% basket size. Delivered with Snype. See the full breakdown above.
How were these results measured?
Results are measured against the brand’s own performance baseline for the same audience and product line over the engagement window. Open the case for context on channel, region, and use case.
Can Whilter deliver results like this for our brand?
Start with a Growth Assessment. We map your accounts, identify the highest-leverage problem, and show you what the connected engine would ship next. Explore more enterprise growth stories.