Top 10 Use Cases Of WhatsApp Chatbot for Ecommerce

In today’s highly competitive and mobile e-Commerce market, exceptional user experience is the only way to sustain and create competitive differentiation.  The importance of client satisfaction is highlighted by another research which shows that increasing client retention rates by just 5% can increase profits from 25% to 95%. And the only way to increase client retention rate is by stepping up on your client experience.


Advantages of Having WhatsApp Chatbot for e-Commerce Business

Converting buyers into paying users and making profits are one the serious challenges that face the e-Commerce industry at the moment. A WhatsApp chatbot for e-Commerce not only automates the process of addressing the customer queries but also reduces overhead and improves efficiency of your support team while doing so.


  • Easy-to-use interface : WhatsApp chat interface is extremely simple to use as users can receive real-time updates on products under their chosen category. What this means is that users can directly select the best deals for the product categories that most interest them, instead of navigating the entire website searching for products they like.

  • Multi-action engagement : WhatsApp chatbot for e-Commerce allows users to take various actions depending on the conversational flow. Right from browsing to making purchases to raising tickets, users have access to multiple touchpoints through the WhatsApp chatbot for e-Commerce. This helps e-Commerce companies attract and retain clients through the power of conversational marketing and engagement.

  • Power of broadcasting and groups : WhatsApp chatbots present a great opportunity to e-Commerce companies where they can reach out to their clients in real-time, around the clock for a two-way conversation. Even better, the broadcast feature of WhatsApp allows the company to create groups and send the same message to multiple users at once. This strategy can be used to reach out to a wide audience at the same time, and send promotional messages and discount coupons within a group.

  • Ease of access : With WhatsApp chatbots for e-Commerce, e-Commerce companies can leverage the click-to-WhatsApp feature on Facebook ads, which allows them to engage their target audiences in real-time by simply clicking on the relevant ad. .

  • User history and comfort : Another benefit of WhatsApp chatbots is the backup of the conversations, which helps companies to keep track of the previous interactions with the customer without any trouble.

  • Ease of Delivery : WhatsApp chatbot for e-commerce can also be utilized for a better product delivery experience. It can completely eliminate the hassle of finding the address. Consumers can simply share their location on WhatsApp chat, making the process of delivery easy and fast.

  • Sending Automated Messages : Now you don’t have to keep your clients waiting to get a response for a simple query. You can reply to clients even when they message you during non-business hours and keep them updated about their queries.

    Using the WhatsApp chatbot for e-Commerce, you can also gather instant feedback through clients’ replies and use that data to serve them better in the future.

  • Multimedia Attachments : With different multimedia attachments, including audio, video, images, documents, text, location, and contact information, e-Commerce companies can leverage WhatsApp chatbots to answer customer queries in a much more engaging manner.

    Imagine the client satisfaction when they enquire about the similar dress they bought last month but is no longer in stock, and you notify them via WhatsApp as soon as it is back in stock along with a picture of the product! Additionally, you can also share the live location with the customer along with the link that they can use to track their delivery.


Use cases of WhatsApp Chatbot for e-Commerce


Let us have a look at the different use cases in the e-Commerce space where WhatsApp chatbots can prove to be beneficial:


1. Lead Generation


Lead generation is probably the most important part of the entire sales process. WhatsApp chatbot for e-Commerce allows you to completely automate this process and get clients to give you their details through a simple click-to-chat link. Once a customer starts a conversation by sending you a message, you automatically get their name and phone number. At this point, you have a great chance to include a powerful Call to Action by either of the following ways-




  • Product/Category button – You can use this to allow your prospective clients to receive notifications or updates through WhatsApp. For example, clients can sign up to get a notification or alert when the product they’re looking to buy is back in stock.
  • Chat invite – Using WhatsApp chatbot, you can proactively invite your website visitors to have a conversation and get their queries resolved using WhatsApp.
  • Campaign Ads – Another excellent way to acquire new clients is to use the click-to-WhatsApp approach in all your paid campaigns. This way, when the prospective clients click on your Facebook or Google ad, they will be directed to a WhatsApp chat invitation to engage them better right from the beginning. 


2. Placing an Order


An e-Commerce WhatsApp chatbot is a great way to create a single-channel experience for clients from initiation to repeat sale. clients can directly browse through and place orders from the WhatsApp chatbot itself, eliminating the need to take them to a different platform thus increasing the probability of the sale. e-Commerce companies can also use WhatsApp chatbot to push data directly to their CRM or database, enabling clients to order from the comfort of their phones.


3. Refund or Replacement Scheduling


Managing refunds and replacements is one of the most tricky aspects of e-Commerce customer flow. If not handled smoothly, a bad refund experience can result in dissatisfied clients. On the other hand, a hassle-free and quick refund experience can be extremely rewarding in the form of improved retention rates and long-term loyalty of clients.

WhatsApp chatbot in e-Commerce can be instrumental in offering a great refund/replacement experience to users as it allows them to file for refunds or place a replacement request in a quick and easy process. With WhatsApp chatbots, you can easily identify the reason for the refund, quickly schedule pick up times and ensure that immediate action is taken.


4. Managing Payment Related Queries


The volume of sales that the e-commerce companies manage on a day-to-day basis makes payment handling a huge task. A bad payment experience can make you lose both the sale and the customer in no time.

With WhatsApp chatbots, you can ensure the handling of high-level payment queries smoothly by directing clients to respective customer service agents once you have automated the basic-level, repetitive queries.


5. Automating Frequently Asked Questions


Every e-Commerce firm wants its clients to have a seamless journey right from the time they visit the website to the final payment for the purchase made. But during the entire process, clients ask frequent questions to help them make their purchase decision easier.

These FAQs generally range from product and company information, refund policy, size chart to the payment options the company offers. The chances of clients dropping off at this stage are high if their questions aren’t answered to their satisfaction.

WhatsApp chatbots for e-Commerce makes it easy for you to handle FAQs as it allows you to answer all of the clients’ purchase decision queries quickly. This also helps you to increase your conversion rate and reduce the support ticket volumes as clients are offered an immediate solution instead of waiting for someone to get back after a day or scanning the entire website for the answers.


6. Robust Post-Sale Support


Once the customer receives his or her order, WhatsApp chatbot for e-Commerce can be used to do a quick post-purchase check-in. This can be particularly useful in case the product requires installation or how-to instructions.

Although creating such product-specific WhatsApp template messages to check can be time-consuming but, if implemented properly, it can help you win clients’ trust and those extra brownie points to build a loyal customer base.


7. Driving Referrals


Data suggests that referred clients have a far greater (18%) retention rate and almost 20-25% higher lifetime value.

e-Commerce WhatsApp chatbot can make the process of getting referrals easier from your existing clients as you can customize your messaging based on prior interaction. Further, this way, you need not necessarily capture an email address, and you can also provide more incentives to share referrals.


8. Loyalty Programs


Running successful loyalty programs is as uphill a task for e-commerce companies as convincing clients to sign up for their brands’ new loyalty program. This is largely because of the fact that almost one-third of signed members quit the loyalty programs without knowing the points or advantages they have earned. They quit without ever redeeming any of those advantages.

Your e-Commerce WhatsApp chatbot can help turn around your loyalty programs by automating point balance notifications, sending reward reminders, and messages to encourage redemption.


9. Product Recommendations


Product and purchase recommendation with a bot is something that hasn’t been explored to its full potential yet. WhatsApp chatbot is, in fact, a great place for bespoke recommendations than a one-on-one conversation.

All you need to do is leverage the opportunity when the customer is already conversing with you and make use of interactive images, gifs and videos of the products to give purchase recommendations and offer a personalized user interaction to the customer by strategically combining the previously collected data with new product demands.



10. Collecting Feedback


Collecting feedback from clients is an uphill task but the instant accessibility of WhatsApp makes it easier to collect feedback via WhatsApp chatbot.

WhatsApp, due to its built-in camera feature, makes it much easier to convince clients to take photos or record a video of them using the product and send it across. A simple two-way conversation makes it more likely for clients to

Further, WhatsApp makes it simple to approach clients at the right time because they are likely to check their WhatsApp messages either instantly or pretty soon. As soon as your WhatsApp chatbot receives the picture or video, you can share it on the product page or social media to generate more leads.


Top 10 Use Cases Of WhatsApp Chatbot for Ecommerce