Ecommerce has grown rapidly in recent years, expecting to reach INR 4,416.68 billion in 2024 .As businesses try to keep up with this rapid growth, they are always looking for new ways to reach their customers. One such new way is conversational commerce, with WhatsApp at the forefront.
Today, over 175 million businesses utilize WhatsApp daily, not just for customer service but for advertising and conducting sales, highlighting its significant potential beyond basic communication.
According to a report , 1.4 billion people are open to using chatbots. And with the amount of convenience AI tech provides, these numbers are only on an upward curve!
AI-driven WhatsApp Chatbots are one of the best customer service management tools that cater to the needs of 21st-century customer expectations.
Thanks to machine learning abilities and NLP or Natural Language Processing capabilities of AI, WhatsApp chatbots have gotten efficient, advanced, and, more importantly, human-like. WhatsApp Chatbots today have evolved into effective customer care service tools that are helping businesses build the future.https://chat360.io/whatsapp-chatbot
Lets examine the benefits of WhatsApp Chatbots for Ecommerce Business.
Benefits of WhatsApp Chatbots for Ecommerce
1. Instant Customer Support
WhatsApp Chatbots provides instant help to customers, allowing them to get quick replies to their queries without waiting for email replies or calls from customer support agents. This ease of access improves the overall customer experience ,enhancing customer satisfaction.
2.Enhanced Personalization
The future will be all about creating personalized experiences that cater to every customer’s particular needs and preferences. Adding a hint of personalization shows how much the brand cares about specific customers’ needs. AI-powered WhatsApp Chatbots help businesses easily personalize customer interactions making customers feel valued and special. By using WhatsApp Chatbots for ecommerce you can know the preferences and choice of your customers because it allows for one to one conversation .Then you can send them personalized recommendations, enhancing overall customer satisfaction.
3.Recover abandoned carts
Did you know that according to Sleeknote, in 2020, the average shopping flow abandonment rate was 69.57%? Abandoned carts can negatively impact profitability for eCommerce businesses. A great thing about chatbots is that they help recover abandoned carts by gently notifying or reminding customers over WhatsApp. This will not only clear backlogs but also help push customers to complete more transactions. Although emails are the preferred method to re-engage customers after an abandoned cart, with recovered sales averaging around 7% each month, according to market surveys. However, WhatsApp notifications have a higher open rate (99%) and response rate (40%) compared to emails, proving to be a more practical approach to tackling abandoned carts.
4.Shopping assistance
If there is one thing the future holds, it is the unlimited options for the tiniest of tiny products. The availability of options is likely to affect the decision-making process, and one way eCommerce businesses can make things easier for buyers is by providing an assistant. Shopping assistants who guide buyers through shopping can be beneficial and increase profitability. Shopping Assistant Chatbots will automate and simplify the process of guiding and giving suggestions.
5.Assured Security and Privacy.
With the increase in online frauds ,customers are always worried about the protection of their data. WhatsApp complies with international and local security standards and offers end-to-end encryption, ensuring that customer data is protected. This security builds trust, making customers more comfortable sharing information and conducting transactions on WhatsApp.
6.Round the clock Support
Earlier Customers have to wait for replies from the company because support agents were not available 24*7 but now this problem is solved with the introduction of AI powered WhatsApp Chatbots. Customers now can get 24*7 support and can get answers to their queries quickly .
7.Wider Reach
According to research ,WhatsApp currently has nearly 3 .03 billion users making it top ranked Global Media Messenger Apps. It is also available in 180 countries and in 60 different languages making it the ideal platform to reach customers worldwide.
8.Automated FAQs
Chatbots can also be programmed to provide automated FAQs. They help eCommerce businesses deal with the influx of customer service tickets by creating a database of FAQs. In addition to this, they can also be incorporated into machine learning workflows through which Chatbots can start registering any new questions into the database. In addition to reducing the influx of tickets, it will also help cut down on agent costs.
Facts about Ecommerce WhatsApp Chatbots
- Today, 27% of consumers are interested in artificial intelligence support tools.
(Source – Tidio) - Chatbots can answer 80% of standard questions. (Source – IBM)
- 67% of customers used chatbots in the past year. (Source – Invesp)
- It’s estimated that nearly a quarter of the world’s population was using chatbots by the end of 2019. (Source – Chatbots Magazine)
- 58% of users say chatbots have changed their expectations of customer service. (Source – SalesForce)
- Bank systems will automate up to 90% of customer interactions using chatbots by 2022. (Source – Chatbots Magazine)
- Companies will save 2.5 billion customer service hours using chatbots by the end of 2023. (Source – Chatbots Life)
- More than 80% of small businesses in India and Brazil say WhatsApp helps them improve customer service and grow their business. (Source – Sprout Social)
- Approximately 40% of people of all ages prefer to use chatbots when shopping online. (Source – Tidio)
- 48.78% of female shoppers like chatbots and use them as a channel of communication when buying online. (Source – Tidio)
- 47.92% of men use chatbots if they can’t find answers to simple questions. (Source – Tidio
Best Practices for Integrating WhatsApp Chatbots for your Ecommerce Business
1. Be transparent
Clearly inform customers that they are interacting with Chatbots and not with humans. This will help them to manage their expectations and not getting disappointed if bot does not answer properly.
2.Use Live Agents along with Automated Chatbots
Live agents should be available to provide seamless customer experience. While the Chatbots can answer 80% of queries effectively and efficiently, complex queries should be escalated to Live Agents .This ensures greater satisfaction by addressing queries promptly and effectively.
3.Define Clear Objectives
Define specific goals for your chatbot, such as handling bookings, providing customer service, or collecting feedback. Setting clear objectives will ensure the chatbot aligns with your overall business plan. Clear goals guide the development process and result in a more functional and effective chatbot.
4.User Friendly Design
Create a simple design that users can easily navigate, regardless of their tech skills. Use buttons and quick reply options to make the chatbots more interactive and engaging. Such ease of usage can provide satisfaction and regular adoption.
5.Privacy and Security
Make sure that your chatbot is not intrusive and respects customer privacy. Protect personal and confidential information shared by customers. Make sure your customers are aware of your data protection rules so they feel secure about their privacy.
6.Personalization
Use personalization to make the customer’s experience more memorable. Use customer names, provide recommendations and offer dynamic content to enhance their level of satisfaction.
How Chat360 can help you create your own Ecommerce WhatsApp Chatbot
Chat360 is an omnichannel conversational platform providing AI powered Chatbots and other conversational Commerce solutions. Our chatbots provide a dynamic solution for organizations by integrating easily with websites, CRM platforms, Instagram, Facebook And WhatsApp, We craft personalized, automated dialogues that accelerate sales cycles and enhance customer service.
Handling customer service operations in a fast-paced consumer environment like the 21st century can be challenging and pocket-burning for businesses. Making intelligent investments that keep up with the customer needs and maintain efficiency is significant. WhatsApp chatbots have become a one-stop solution for 21st-century firms and are set on a path to making the future consumer-friendly. With an effective, custom-built WhatsApp chatbot, our real-time and personalized discussions across several channels guarantee that your e-commerce firm can succeed. To learn more about WhatsApp Chatbots that will help your customer service teams , schedule for a free demo today!
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