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

Updated: Jul 8


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: