Wildberries to Roll Out Its Own Messenger to All Users, Replacing Standard Chats

Wildberries, one of Russia's largest online marketplaces, is about to grant broad access to its proprietary messenger, currently operating in a limited mode. The tool is designed for communication between sellers and buyers, replacing standard text chats in the app and on the website.

At present, the messenger is available only to a portion of users, but the company plans to extend its use to the entire audience. The new communication channel will allow marketplace participants to exchange messages in a format similar to familiar instant messengers, complete with notifications and chat history.

For sellers, this means a more convenient way to advise customers on products, clarify order details, and resolve post-purchase issues. Buyers, in turn, will receive faster responses to their questions without leaving the platform. All conversations will be stored in a single window, simplifying communication management.

Wildberries has already been testing the functionality with a segment of its audience and is preparing for a full launch. Exact dates for opening access to all users have not been announced, but according to the publication, this will happen shortly. The decision to introduce the messenger stems from the marketplace's goal to improve service and reduce response times to customer inquiries.

The innovation may also ease the burden on customer support, as some issues will be resolved directly between seller and buyer. For Wildberries, this is another step in developing an ecosystem that already includes financial services, logistics, and advertising tools.

It remains unclear whether the messenger will appear simultaneously in the web version and mobile apps, and whether voice messages and video calls will be supported. The company has not disclosed implementation details, limiting itself to stating that access will be expanded soon.