Meta and ONDC Partner to Empower Small Businesses on WhatsApp

• ByStartupStory     |    December 20, 2023

Meta and the government’s Open Network for Digital Commerce (ONDC) have joined forces to empower small businesses by enabling them to build conversational buyer and seller experiences on WhatsApp.

Through this partnership, Meta will leverage its ecosystem of business and technical solution providers, while ONDC will enable these solution providers to become seller apps, bringing the businesses they serve onto the ONDC network and driving commerce. The companies aim to digitally upskill 5 Lakh MSMEs over the next five years through the Meta Small Business Academy, which offers certifications to entrepreneurs and marketers, empowering them with digital marketing skills to thrive on Meta apps.

T Koshy, MD and CEO of ONDC, expressed confidence that the partnership with Meta would not only digitally upskill businesses but also enable them to connect with a wide customer base, paving the way for their growth.

As part of the collaboration, Meta will support Sahayak, ONDC’s WhatsApp chatbot, in enhancing its services as the primary point of seller and customer communication for ONDC.

Sandhya Devanathan, VP of Meta in India, highlighted Meta’s commitment to partnering with the government and industry to advance digital inclusion, especially for MSMEs. She emphasized that the partnership with ONDC aligns with the government’s vision for Digital Public Infrastructure (DPI) and supports the digital transformation and growth of small businesses in India.

This partnership follows ONDC’s collaborations with various companies to enhance its services for network partners. Last month, Ola Cabs was reportedly in talks with ONDC to provide last-mile delivery services to sellers on the platform.

In addition to its partnerships, ONDC recently launched the ONDC Official Guide App on the Google Play Store, offering support to sellers, buyers, logistics providers, and network participants in English, Hindi, and 10 other Indian languages. Since its launch in September 2021, ONDC has made significant progress, with a RedSeer report projecting a potential $250-300 Bn ecommerce GMV by 2030.

However, Consumer Affairs Secretary Rohit Kumar Singh highlighted the need to address liability issues to ensure satisfactory services for consumers. Speaking at an event, Singh emphasized the importance of resolving liability concerns, citing scenarios where clarity on liability is crucial for consumer protection.

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