In today’s extremely competitive and above all mobile e-commerce market, exceptional customer experience is the only way to maintain and create competitive differentiation. The importance of customer satisfaction is highlighted by a study that shows that an increase of only 5% in the customer loyalty rate can increase profits from 25% to 95%. And the only way increasing customer loyalty is by enhancing your customer experience.
It would be surprising to find someone today who has not heard of WhatsApp. With more than 1.5 billion monthly users worldwide, WhatsApp is the most used messaging application.
The e-commerce industry, as one of the world’s fastest-growing consumer segments, and with billions of consumers shopping online every day, has evolved enormously with technological advancements. The fact that it incorporates chatbots into its strategy to move in a competitive market was particularly remarkable.
Personalized WhatsApp chatbots for retail and e-commerce are proving to be a great way to generate meaningful customer engagement and achieve faster conversions.
A business or eCommerce chatbot is simply a software program that runs on the encrypted WhatsApp platform and allows your customers to communicate with your business through simple messages.
Converting people into customers and making profits are the most serious challenges facing the e-commerce industry today. An eCommerce chatbot automates not only the process of handling customer requests but also reduces overhead and improves the efficiency of your customer support team.
Here are some of the benefits of chatbots in online shopping below:
Don’t miss our article: Why customers prefer chatbots over service agents?
The main factor that gives the WhatsApp chatbot an advantage over other platforms is that people are already using the messaging app extensively. Your customers, therefore, do not have to be familiar with a new platform.
Below are some of the important benefits of using chatbots for your e-commerce business.
The eCommerce chatbot allows users to take various actions depending on the conversation flow. From navigation to purchase, via ticket collection, users have access to several contact points via the chatbot. This helps e-commerce businesses to attract and retain customers through the power of conversational marketing and engagement.
Chatbots for online shopping offers e-commerce businesses a great opportunity to communicate with their customers in real-time, 24 hours a day. Best of all, WhatsApp’s broadcast feature allows the business to create groups and send the same message to multiple users at the same time. This strategy can be used to reach a large audience at the same time and send promotional messages and discount coupons within a group.
With business chatbots, e-commerce companies can take advantage of the “click-to-WhatsApp” feature on Facebook ads, which allows them to engage their target audience in real-time, by simply clicking on the relevant ad.
Another benefit of WhatsApp chatbots is the backup of conversations, which allows companies to keep track of previous customer interactions without any problems.
Business chatbot can also be used for a better product delivery experience. It can completely eliminate the hassle of finding the address. Consumers can simply share their location on WhatsApp chat, which makes the delivery process quick and easy.
Now you no longer have to keep your customers waiting to provide them with an answer. You can respond to them, even when they send you messages outside office hours, and keep them informed of their requests.
Using chatbots for online shopping, you can also collect instant comments from customer responses and use this data to better serve them in the future.
Thanks to the various multimedia attachments, including audio files, video, images, documents, text, contact details, e-commerce companies can use business chatbots to answer customer questions in a much more engaging way.
Imagine customer satisfaction when they inquire about pants similar to the ones they bought last month but which is no longer in stock, and you inform them via WhatsApp as soon as it is back in stock with a photo of the product! In addition, you can also share with the customer where it is, as well as the link allowing him to track his delivery.
E-commerce chatbots are good for marketing because they:
In the world of e-commerce, a chatbot that interacts with your audience and remembers the last visits of your prospects is the ideal marketing tool to generate leads, improve conversion, and boost your turnover.
Instant messaging apps like Facebook Messenger, WhatsApp, Instagram, and more aren’t just for communicating with friends and business partners. Messaging platforms are taking over from email and the opportunity for Conversational Commerce has only just begun. The addition of a sales channel through eCommerce chatbots now allows you to market your products and services to customers on different networks in an efficient and user-friendly way while staying one step ahead of the marketing strategies of your competitors.
Research shows that users are more willing to buy online with a bot. The implementation of an e-commerce chatbot places your business where your customers spend time online, on their phones, and especially on social networks. Thanks to a virtual seller you stay at the cutting edge of innovation and stay one step ahead of your competitors. You can even set up a voice bot to allow your customers to buy by speaking on your e-commerce site.
In addition, WhatsApp makes it easy to approach customers at the right time because they are likely to consult their WhatsApp messages instantly or in the near future. As soon as your chatbot receives the photo or video, you can share it on the product page or social media to generate more leads.
So what are you waiting for? If you are an established eCommerce business, chatbots are the next big step to multiply your revenues through better customer experience.
If you are planning to go digital and create an online business, then chatbots will improve productivity and save manpower costs. In either case, business chatbot application development must be on the list of features in your app plan.
OneClick IT Solutions is an experienced eCommerce chatbot solution provider in India and across the USA. We have successfully helped organizations and businesses leverage the benefits of using chatbots regardless of the industry they belong to. Let’s connect to convert your ideas into successful projects.