Doing e-commerce over your website or mobile app alone is no longer enough, even if you offer both options.
On average, most Ecommerce apps are removed within 11 days of downloading. You need to allow customers to do business with you in the apps where they spend the most time, and WhatsApp chat bots allow it.
With over 2 billion users, WhatsApp is the most popular messaging app. These users spend about 28 minutes actively using WhatsApp daily.
It is likely that your customers are already spending a lot of time on WhatsApp. They would like to interact with your business and even place orders directly through WhatsApp.
To make it even better, WhatsApp messages have a 70% commitment rate. If you get a message on WhatsApp, you open it.
This means that using WhatsApp allows your e-commerce business to attract customers to the channel you want. It can even help drive sales directly through a new channel that customers are actively using.
WhatsApp chat bots help you do business on WhatsApp on a large scale. They automate most of your conversations on WhatsApp, answer customer questions in record time, and let your employees focus on higher-level activities.
1. Lower the Shopping Cart Bounce Rate
According to Forrester Research, 53% of online shoppers give up their shopping cart if they don’t get their questions answered right away.
WhatsApp chat bots will help you answer these questions immediately and help you solve the problem cart rejection.
2. Less customer work
These bots will help you make online shopping much easier for your customers. They don’t have to download another app or even visit a website. All they have to do is open WhatsApp, send a few messages, and they can shop, schedule returns and do much more with little effort.
You can make WhatsApp messages more interactive by using interactive buttons with WhatsApp templates. These buttons can be used to direct users to a website or let them call you
WhatsApp chat bots can use the information collected from your customers to personalize your entire experience with your online store and provide a better customer experience that meets their needs.
This will help you increase results and increase loyalty and defense.
1. Lead generation
When a customer talks to you on WhatsApp, you can request their name and phone number and use our Google Sheets integration to automatically store this information and information about the products they are interested in in the spreadsheet.
2. Product recommendation
When your customers interact with your chat bot on WhatsApp and tell you what kind of products they are looking for, you can use this information to share personal product recommendations from your list. You can display different products by sending them carousel messages.
Your customers don’t have to visit your website or download your app to place orders on your ecommerce portal. All they have to do is open WhatsApp and send you a message. They can purchase products directly through your chat bot and even make payments if you integrate your WhatsApp bot into the Stripe or other payment gateway.
Customer support needs to be as convenient as possible, and sending a WhatsApp message is much easier than writing an email or even calling your support team.
These robots make it easier to get support by eliminating downtime and ensuring that customers and leads receive answers to their queries unexpectedly.
5. Returns and exchanges
WhatsApp chat bots get rid of returning or exchanging purchases. They streamline the process and allow your customers to plan returns or exchanges directly through the bot
WhatsApp chats makes it easier to gather effective feedback from your customers. This can be used to help you understand customers ’overall experiences of the brand, but also to understand their experiences during individual interactions. Engat allows you to do this using a feedback node.
You can use the bot to send automatic notifications to your customers about orders, payments, refunds, account information updates (such as adding new addresses), etc.
8. Product Information
If your customers have questions about your products that were not answered on your website, they can get all the answers and information they need through the smart WhatsApp chatbot.
9. Shipping Information
You can use WhatsApp message templates send shipping and delivery information to your customers, easing their anxiety about when their order will be delivered.
1. Be transparent
Don’t mislead customers into thinking they’re talking to a person. Tell customers they are talking to the bot. If not, it is possible that they would be disappointed if they asked a complex question and the bot could not answer it.
2. Use automation in conjunction with live agents
Chatbots and live chats work best together. Your chatbot can answer about 80 percent of your incoming queries, but complex questions need to be handled by a live agent.
Using live chat and chatbots helps customers get answers to all their queries in real time without waiting. It’s also better than asking customers to call your support team or send an email if they need to contact a live agent, as it allows them to chat directly with the agent directly on the same platform.
We make it easy. With Engat, you can build a smart WhatsApp chatbot in just 5 minutes. Learn to get yours WhatsApp bot.
This blog on “Using WhatsApp chat bots in the online store“Originally published on Engati blogs.