How To Use WhatsApp Chatbot For Ecommerce Business Growth?

The eCommerce industry is still rising after 20 years, thanks to radical technical advancements and changing consumer behavior. On the other hand, where does WhatsApp for eCommerce fit in? Well, there is an exciting answer to it that will blow your mind away and if you do not own an e-commerce platform, you would be compelled to do so.

So, let's dig a bit into what an e-commerce industry is? And how does WhatsApp help this industry to grow?

What Is An Ecommerce Industry?

Ecommerce short for electronic commerce is a business model that allows individuals and businesses to buy and sell goods over the internet. Also, it includes the transferring of money and data to complete the sales. However, the e-commerce industry is so wide that it has covered almost all of the markets, such as;

• Business-to-Business (B2B)

• Business-to-Consumer (B2C) 

• Consumer-to-Consumer (C2C)

For What Reasons The Ecommerce Industry Need An Automated Tool?

The top and foremost reasons that lead to the need for an automation tool are:

• For reducing the number of tickets by automating help requests

• Lead generation, qualification, and conversion are all important steps in the sales process

• Engage with customers via their preferred networks

• Increase agent performance and productivity

• CSAT and NPS should be improved

So, how could these be solved under one label? 

The answer — WhatsApp Chatbot!

Yes, the best solution to get rid of all aforementioned hassles.

So, learn how the WhatsApp chatbot can increase your e-commerce business growth

Automate Lead Generation:

The first, and probably most critical, phase in the sales funnel is lead generation. Your sales staff will have more money to deal with and, as a result, more customers to sell to if the top-of-the-funnel is larger.

By using a click-to-chat connection on your marketing or advertisement offerings, you can get customers to send you their information using a WhatsApp chatbot. 

However, once a user approaches you via WhatsApp you automatically get their number and name, so for further contact, you can ask for an email address too.

Customer preferring WhatsApp for shopping (Source)

Frequently Asked Questions aka FAQs:

When it comes to websites, companies aim to remove any and all hurdles in the sales process.

Once a lead is generated, companies want customers to have a smooth journey all the way to the bank. But customers have questions. And they ask them frequently, and then it becomes fussy at times.

These FAQs cover everything from product and business information to size charts, refund policies, and the types of payments the company accepts.

Tamimi Market helping a customer

A consumer is likely to leave if answers to these questions are not readily accessible. So, in this case, the WhatsApp chatbot comes handy! Because the interface is more likely familiar to the user. Also, the infographics that are sent are more likely to have a high resolution that pleases the user.

You can use WhatsApp Chatbots to respond to all of your customers' purchase-related questions using optimized content. Empower consumers with an engaging, instant solution instead of scrolling through a 40-page FAQ document or waiting 24 hours for an email.

Helps In Placing An Order:

When it comes down to it, revenue is generated by the act of placing an order. From prospect to repeat customer, an eCommerce WhatsApp chatbot helps you to build a single-channel experience. 

Businesses may also use WhatsApp Business APIs to build deep integrations. To allow customers to position orders from the comfort of their phones, assign variables and push data to your CRM and OMS.

Pushing new offers to the customer (Source)

Up To Date Shipment And Order Confirmation:

The most important move you can take to expand your online company is to set up an effective eCommerce shipping strategy.

Informing customers about the status of their shipments is the second most important move. Updates sent via email and SMS are often ignored.

Zellbury updating the delivery of an order

Keep the customers informed about the status of their package to reduce support ticket volumes and boost CSAT/NPS. Customers may also use WhatsApp Chatbots for eCommerce to respond to you, reschedule, or change delivery addresses.

Trouble-Free Scheduling A Refund/ Replacement:

Refunds are often the most difficult part of an eCommerce customer's journey. A bad refund experience can destroy a business's relationship with its customers. Great refund experiences, on the other hand, strengthen customer loyalty and increase retention rates.

Users can request refunds through WhatsApp Chatbots in a fast and simple manner. For example, the consumer should determine the reason for the refund, arrange pick-up times, and assure customers that action will be taken immediately. A replacement/refund is initiated in a matter of a few messages.

Easy Repeat Or Cancellation Of Customer Purchase:

On average, it costs a company 7 times more to attract a new customer than it does to get a repeat sale from an existing customer. It's time to see if they want more after you have created a customer and ensured a smooth purchase and post-purchase experience. 

Also, let your customers cancel the purchase at ease, without letting them grow through with the long-form process.

Enable customers to easily recreate carts and repurchase items using a WhatsApp Chatbot. You can also give them coupons, promotions, and new product offerings after they have texted you.

Zellbury helps the customer in canceling its order

Reduce Abandoned Carts Rates:

Companies always lose a lot of customers at the end of the sales funnel, no matter how much optimisation they do at each level. There are consumers who have shown an interest in purchasing but then back out at the last minute.

To re-engage these customers and allow them to complete their purchase, use a WhatsApp Chatbot for eCommerce. Minor reengagement investments yield much greater returns than major new consumer acquisition investments.

Transactional Queries:

All sales challenges revolve around payments. Deducting when you should not have or failing to offer a refund when you should have are two surefire ways to lose a client. You can pass your high-level chats to a person once you've automated your low-level, repetitive questions. 

Customers can be automatically transferred to the appropriate agency using a WhatsApp Chatbot.

Collection Of CSAT and NPS From Customers:

The ultimate pillars on which customer loyalty metrics are based are CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score)

Collecting this information, on the other hand, is a major challenge. Customers seldom respond to conventional methods of communication such as email or text messages.

Increase customer loyalty, read and reply rates for input exchange by using WhatsApp. Then, to optimize feedback collection, you build one-touch experiences on a platform of your customers' choosing.

Summary:

This is how the business will gain profit from the whatsapp chatboat

• They contribute to sales growth by producing high-quality leads

• Chatbots save money on customer service by automating routine tasks

• For both agents and consumers, eCommerce Chatbots and Healthcare Chatbots are more user-friendly than conventional alternatives

• They are a more efficient mode of communication

• Unlike emails and SMS, chats provide a human link

• Chatbots for eCommerce can help increase customer satisfaction and the overall customer experience