For many Indian businesses, the question is not online or offline. It is how the two channels can support each other.
Use the store as a trust advantage
Physical stores provide product access, personal service and local trust. Your website can extend that relationship beyond store hours.
Keep product information consistent
Customers should see consistent product names, prices, availability and service information across channels.
Use online enquiries to bring customers offline
Some products are easier to sell after a conversation. WhatsApp and local landing pages can help create those conversations.
An omnichannel approach works best when the physical store and digital presence share the same business information and customer understanding.