Notwithstanding the ups and downs endured by the global market due to the pandemic, the e-commerce business keeps growing bigger every day. There are several ways to upgrade conversation between a company and its customers. One excellent approach (with respect to both cost and results) for any business to develop its customer service game is utilising chatbots. Lately, chatbots have been employed in numerous aspects of businesses and have had multiple proven achievement reports. Chatbots have been successfully winning the diverse and vast kingdom of e-commerce for a few years now. As a result, more and more consumers grow accustomed to the concept.
Use Cases of WhatsApp Chatbots for E-Commerce Businesses
Chatbots on WhatsApp support e-commerce companies to reach out to their clients in real-time, round the clock, in a two-way chat. Furthermore, by executing several tasks, WhatsApp chatbots lessen the extensive burden of the agents by their ability to administer repetitive tasks with efficiency. Here are the top 10 use cases of WhatsApp chatbot for e-commerce businesses of every industry:
1. Superior Customer Service
Customer service is the most vital business function where chatbots can produce a significant impact. As people are always waiting to get quick resolutions and personalised guidance to intensify their experiences, chatbots are a worthy asset for e-commerce businesses.
2. Reduced Cart Abandonment Rate
A well-integrated chatbot can send automated cart reminders to buyers. It allows them to make an immediate purchase within the messenger without being redirected to the website. Businesses can also program WhatsApp chatbots to add discount coupon codes to lure customers who abandon their carts often. It is a well-known technique that considerably increases conversions and reduces the abandonment rate.
3. Collecting Customer Feedback
Chatbots are a unique way to procure customer feedback. Using the chatbots, you can generate a high level of engagement that encourages customers to fill surveys, thus generating a win-win situation for both businesses and customers.
4. Lead Generation
The official WhatsApp Business API offers an excellent chance to catch online leads more naturally than ever. Moreover, it enables you to follow them from the web/mobile browser to the real world. When a customer chats with your business on WhatsApp, you can request their name, phone number, and address and automatically store that data, along with information about the products they are interested in, all within a sheet.
5. Incentivise Sales
WhatsApp chatbots can benefit companies to engage new and existent customers by incentivising sales. There are two ways to go about this: Allure users conversationally by offering discounts through a chatbot or direct them from a coupon pop-up or landing page to the chatbot that will ask them a few essential questions to activate their voucher. In addition, leads will avoid passing through awkward processes such as verifying an email address and obtaining instant gratifications with just a few message exchanges.
6. Automated FAQs
Every e-commerce firm wants its customers to have a seamless journey from the time they tour the website to the ultimate payment for the purchase made. However, customers ask some common questions to help them make their purchase decision easier during the entire process. These FAQs usually range from product, refund policy, company information to the size chart and payment options the company allows. The chances of users leaving during this stage are high if their questions aren’t answered to their aid.
7. Loyalty Programs
As you presumably already know, accumulating points and redeeming them for coupons, discounts and vouchers is a well-established method in the world of e-commerce. However, chatbots can come in handy here as well. Chatbots can regularly tell the customers about the balance of their loyalty points and redeeming limits. It can also offer opportunities to earn more points, as well as encourage them to redeem.
8. Find Products, Check Inventory and Recommend Items
Customers look for an easy way to contact a support agent to help them solve their problems. It can be as straightforward as asking for a suggestion/recommendation or something more complicated like reviewing the inventory for a specific item. For support agents, these are hectic tasks. For example, a user can check inventory by searching for and visiting a specific product page. And as for presenting recommendations, support agents know that coming up with suggestions can take up a lot of time as they are based on the varied preferences of users. The solution to better release service agents’ time would be to get a chatbot to manage such issues.
9. Transaction Confirmations, Invoices & Notifications
WhatsApp’s end-to-end encryption enables businesses to send crucial sensitive information to buyers instantly and securely without having to worry that the messages end up in the spam folder by accident. In addition, you can be sure your customers are up-to-date and their personal information is shielded.
10. Improved Customer Retention
Chatbots are one of the best means to improve user retention by handling customer service issues in an efficient, timely manner and upselling and cross-selling relevant products and services. 34% of users returned to the business within 30 days after interacting with the chatbot. Customers prefer stores that reply to customers’ queries promptly. Therefore, implementing chatbot technology can be one of the best customer retention strategies and significantly increases customer lifetime value.
In the end, it’s time for businesses to realise that to stay ahead of the competition, excellent customer experience is the only way to withstand the intensely aggressive market. So to reap the benefits of WhatsApp chatbots and the WhatsApp Business API for your e-commerce business, partner with mTalkz today! mTalkz has built powerful integrations to streamline the buying experience of your business via WhatsApp