WhatsApp Chatbot for E-Commerce – Top 12 Use Cases & Benefits

Updated: Oct 20, 2021


ORAI's blog on WhatsApp chatbot for E-commerce
WhatsApp Chatbot for E-Commerce

Everyone has a mobile phone, and everyone is buying stuff online. But still, the competition is fierce among e-commerce players. Even if you’re a small or medium-sized business, you have to compete directly with the top e-commerce brands in the mobile-first market.

The only way you can sustain is by impressing customers with competitive differentiation. Satisfy your customers and you will see their retention rate going up. That is when WhatsApp chatbot for e-commerce enters the picture to raise the quality of how you engage, serve, and support your customers online.


Issue of Low Conversion


The e-commerce industry receives 2.93% of the conversion rate on an average from mobile and desktop. And that is a result of multiple challenges faced at the customer support front. From unending repetitive FAQs to long-wait times in the support calls. Traditional customer support channels such as call centers, emails, and forms are not as efficient as customers demand them to be.


High Conversion with WhatsApp Chatbot


A WhatsApp chatbot for e-commerce presents a perfect solution with the ability to:


  • Capture, qualify, and nurture leads towards conversion

  • Automate query resolution at a high scale

  • Boost the productivity of human agents

  • Engage customers on their preferred channels such as WhatsApp

While traditional support requires a huge team to even scratch the surface of the above-mentioned activities, an AI-powered WhatsApp chatbot for e-commerce can do it all alone single-handedly.


What Made WhatsApp Chatbots Most Popular for E-Commerce?


The reason why WhatsApp chatbot for e-commerce is widely popular is mainly due to the familiarity and ease of use of WhatsApp. As people use this messaging platform on a daily basis, it doesn’t become hard for your customers to start interacting with your chatbot there.

Here are more reasons why e-commerce businesses popularly use WhatsApp chatbot:

Infographic on ORAI's blog showing advantages of WhatsApp chatbot
Advantages of WhatsApp chatbot

1. Everyone knows how to use

There are no complicated steps when a person starts using WhatsApp. The interface is easy to understand. And with a chatbot integrated, a customer can simply ask what he or she wants, select desired categories, and get the query resolved. So, instead of wasting time browsing everything on a website, customers can just get what they want.


2. Multi-layered engagement


With your WhatsApp chatbot for e-commerce, customers feel engaged at multiple levels. They can make a purchase, reach multiple touchpoints, raise tickets, and more within a consistent conversational flow. This way e-commerce businesses gain and retain more numbers of customers through multi-layered engagement, marketing, support.


3. Security assurance


WhatsApp provides end-to-end encryption to its users, so they can feel safe while sharing their details with a WhatsApp chatbot.


4. Automation of messaging


You can save your customers from long waiting periods with a WhatsApp chatbot for e-commerce. Every user can receive an instant response and on-time messages day and night. Hence, customer queries get addressed without wasting any of their valuable time.

In return, it provides efficiency and cost-effectiveness to your business and customers feel more valued.


5. Instant communication


E-commerce can use WhatsApp chatbot to enable instant communication across all channels. For instance, Facebook ads can have a Click-to-WhatsApp button leading customers straight to your chatbot for instant conversation. Similarly, real-time conversations become possible by integrating WhatsApp to other channels like your website, social media profiles, and Google ads as well.


Use Cases of WhatsApp Chatbot for E-Commerce


With all advantages making sense, now let’s go through the use cases of WhatsApp chatbot for your e-commerce business:

Infographic on ORAI's blog showing WhatsApp chatbot use cases for E-commerce
WhatsApp chatbot use cases for E-commerce

1. Automated Lead Generation

Everything in sales of e-commerce come down to quality lead generation. Using a WhatsApp chatbot for e-commerce brings automation to the entire stage of capturing, and qualifying leads. Every channel can have a clickable WhatsApp button to start conversations with potential leads. In the chat platform, the chatbot can automatically learn the contact number and name of a lead and qualify those details.


Beyond that, an AI chatbot can even ask for other information in a friendly conversational flow to qualify a lead. Plus, it can nurture those leads and encourage them till they convert into a customer.


You can:

  • Add WhatsApp buttons on your product pages or category pages.

  • Send chat invitations to people who visit your site and leave.

  • Set up ad campaigns with a clickable WhatsApp button on Facebook, Instagram, and Google.


2. Drip Marketing


With emails and SMS messages giving low drip marketing ROI, WhatsApp chatbot for e-commerce seems a better choice for drip marketing. You can set up a series of automated yet personalized messages based on a customer’s interest and previous inquiries. Send every message after a fixed time interval to encourage prospects and keep existing customers engaged with new discount offers, product choices, and more.


3. Order Placement


Using an e-commerce WhatsApp chatbot allows you to offer a well-connected, omnichannel experience personalized for every customer. They can initiate orders and repeat them in the future through the same flow of conversation.


Customers can use the WhatsApp chatbot to explore different products and place their orders with payment submission. This single-channel purchase experience increases the chances of sales every time.


An AI chatbot can push data from WhatsApp to an integrated database or CRM in real-time, making order management simpler for e-commerce businesses.


4. Payment Assistance


Payment related issues are the biggest problems in retaining customers. No customer would accept a wrong deduction. If the payment experience is bad, no good product can hold a customer.


A WhatsApp chatbot can provide assistance throughout the payment process. Plus, it can hear and resolve payment associated queries of customers. Any complicated issue can be transferred to a human right away on WhatsApp only. This is called a 3-way communication with WhatsApp chatbot.


5. Answering Repetitive Questions


From a customer's 1st visit to your e-commerce site to the final purchase, the entire journey can become seamless when you answer their questions. Generally, FAQs involve company information, product information, size or color requirements, refund policy, and more.


Most customers ask these questions at different stages of their buying process. If not answered instantly, they might drop off without making a purchase.


On the other hand, answering these repetitive questions consumes a lot of time of human agents. But a WhatsApp chatbot for e-commerce can take this task up with no hassle at all. It can answer all questions instantly at any scale, leaving more time for human agents to focus on more complex queries where human intervention is required.


This helps to decrease the number of support tickets and increase the conversion ratio.


6. Handling Replacement or Refund Requests


It can be tricky for human agents to accurately manage replacement requests, but not for an AI-enabled WhatsApp chatbot. A bot can improve the replacement/refund experience for e-commerce customers by making it hassle-free and quick.


The bot can easily assess the information and decide the reasons for replacement or refund, and quickly schedule a date and time accordingly. This helps to keep customers loyal to your e-commerce brand.


7. Recommending Products


Product recommendation comes into play when you want to sell more to an older customer. It’s a popular fact in the e-commerce industry that finding a