Creating exceptional customer experience is the only way to sustain and create competitive differentiation in today’s extremely competitive, mobile-first eCommerce market.
Customer satisfaction is important and highlighted by research which shows that increasing customer retention rates by just 5% can increase profits from 25% to 95%. The only way to increase customer retention rate is to enhance your customer experience.
Provide personalized and timely customer engagement that remains the foundation of differentiated customer experience with the help of our WhatsApp chatbot agency in San Jose.
A look into the benefits offered by the WhatsApp chatbot for eCommerce:
- Foster real-time conversations and provide instant answers to the customers’ queries
- It enables you to assist your customers on their most preferred chat platform and enhance their shopping experience
- Enables your customers to take quick actions, leading them to the sales route
- Helps build trust and loyalty with your customers
- Secure customer communications with end-to-end encryption on WhatsApp
- Achieve better brand recognition
Significant advantages of using WhatsApp for your eCommerce business
WhatsApp Chatbot for eCommerce
- Easy-to-use interface
WhatsApp chat interface is simple to use and can receive real-time updates on products under the chosen category. Users can directly select the best deals for the product categories instead of navigating the entire website and searching for products they like.
- Multi-action engagement
WhatsApp chatbot allows users to take actions depending on the conversational flow. From browsing to making purchases to raising tickets, users can access multiple touchpoints through the WhatsApp chatbot for eCommerce. Thus, eCommerce companies attract and retain customers through the power of conversational marketing and engagement.
- Power of broadcasting and groups
eCommerce companies can reach out to their customers in real-time and the broadcast feature of WhatsApp allows the company to create groups and send the same message to multiple users at once. Therefore, you can reach out to a wide audience at the same time, and send promotional messages and discount coupons within a group.
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- Ease of access
With WhatsApp chatbots, eCommerce companies can leverage the click-to-WhatsApp feature on Facebook ads. This allows them to engage their target audiences in real-time by simply clicking on the relevant ad.
- User history and comfort
The backup of the conversations is another benefit of WhatsApp chatbots. It helps companies to keep track of the previous interactions with the customer without any trouble.
- Ease of Delivery
WhatsApp chatbots for e-commerce can be utilized for a better product delivery experience. It eliminates the hassle of finding the address. Consumers can share their location on WhatsApp chat and this makes the process of delivery easy and fast.
- Sending Automated Messages
You can send replies to customers even when they message you during non-business hours and keep them updated about their queries.
You can also gather instant feedback through customers’ replies and use that data to serve them better in the future.
- Multimedia Attachments
eCommerce companies can leverage WhatsApp chatbots to answer customer queries in a much more engaging manner with different multimedia attachments, including audio, video, images, documents, text, location, and contact information.
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Use cases of WhatsApp Chatbot for Ecommerce
- Lead Generation
WhatsApp chatbot for eCommerce completely automates the process of lead generation and gets customers to give you their details through a simple click-to-chat link.
Include a powerful Call to Action in either of the following ways-
- Product/Category button
- Chat invite
- Campaign Ads
- Placing an Order
With the eCommerce WhatsApp chatbot, you can create a single-channel experience for customers from initiation to repeat sale.
Customers can directly browse through and place orders from the WhatsApp chatbot and this eliminates the need to take them to a different platform thus increasing the probability of the sale.
- Refund or Replacement Scheduling
Manage refunds and replacements better with WhatsApp Chatbots for eCommerce. It allows users to file for refunds or place a replacement request in a quick and easy process. You can also easily identify the reason for the refund, quickly schedule pick-up times and ensure that immediate action is taken.
- Managing Payment-Related Queries
Having a bad payment experience can make you lose both the sale and the customer in no time. Using WhatsApp chatbots, you can ensure the handling of high-level payment queries smoothly by directing customers to respective customer service agents once you have automated the basic-level, repetitive queries.
- Automating Frequently Asked Questions
FAQs generally range from product and company information, refund policy, and size chart to the payment options the company offers. The possibilities of customers dropping off at this stage are high if their questions aren’t answered to their satisfaction.
Having a WhatsApp chatbot for eCommerce will make it easier for you to handle FAQs. It also helps you to increase your conversion rate and reduce support ticket volumes.
- Robust Post-Sale Support
WhatsApp chatbot can be used to do a quick post-purchase check-in and can be particularly useful in case the product requires installation or how-to instructions.
Although this can be time-consuming, if implemented properly, it can help you win customers’ trust and those extra brownie points to build a loyal customer base.
- Driving Referrals
Referred customers have a far greater retention rate and almost 20-25% higher lifetime value.
The Ecommerce WhatsApp chatbot services by our artificial intelligence services in San Jose can make the process of getting referrals easier from your existing customers. You will be able to customize your messaging based on prior interaction without having to capture an email address. You can also provide more incentives to share referrals.
- Loyalty Programs
Your eCommerce WhatsApp chatbot helps with your loyalty programs by automating point balance notifications, sends reward reminders, and messages to encourage redemption.
- Product Recommendations
WhatsApp chatbot is a great place for bespoke recommendations than a one-on-one conversation.
Leverage the opportunity when the customer is already conversing with you and make use of interactive images to offer a personalized user interaction to the customer.
- Collecting Feedback
The instant accessibility of WhatsApp makes it easier to collect feedback via the WhatsApp chatbot.
With the built-in camera feature, it is much easier to convince customers to take photos or record a video of them using the product and send it across.
WhatsApp also makes it simple to approach customers at the right time because they are likely to check their WhatsApp messages either instantly or pretty soon. You can thus share on the product page or social media to generate more leads.
Wrapping Up
With chatbots said to influence customer service interactions, the eCommerce industry is going through a significant shift in terms of customer experience.
To serve your customers in the most efficient ways, WhatsApp chatbots are an incredible asset to your eCommerce business.
Personalizing their experiences and offering round-the-clock support will reduce the immense pressure on your customer support team. Get in touch with our web application development company San Jose for comprehensive support in this regard.
We can help you to transform and personalize the way you communicate with your customer base. Explore unlimited opportunities offered by this massively popular messaging app.
For your business to reap the benefits of WhatsApp chatbots, get in touch with us.