WhatsApp Ecommerce Chatbot Use Cases

WhatsApp eCommerce chatbots are paving the way to cut through the conventional marketing chaos, engage with customers effectively, and boost conversion rates. Explore how you can leverage it for your business in this article

WhatsApp Ecommerce Chatbot Use Cases

The eCommerce space has advanced significantly due to recent technological breakthroughs. It is among the fastest-growing worldwide customer segments, with billions of individuals purchasing products digitally every day. The only way to stay afloat and establish strategic distinctiveness in this fiercely competitive, mobile-first eCommerce dynamic is to deliver excellent customer experiences.

This is where WhatsApp, the world's most popular messenger app with over 2 billion users, finds its application. Today's WhatsApp Business API makes it feasible for brands to deploy custom-built WhatsApp eCommerce chatbots to cut through the conventional marketing chaos, engage with customers effectively, and boost conversion rates.

What is a WhatsApp Chatbot?

A WhatsApp chatbot is an automated conversation tool that helps brands interact with customers in real time. It acts as a virtual assistant that can engage and interact in human like conversations with customers.

What are some WhatsApp Chatbot Use Cases for eCommerce Business?

The following section covers various WhatsApp chatbot use cases in eCommerce in detail:

#1. Automate the Lead Generation Process

You can fully automate the lead generation process with a chatbot and request customer information via a direct tap-to-chat link. You automatically receive the prospect's phone number and name whenever they begin a conversation by sending you a text.

This way, you get a fantastic opportunity to incorporate a compelling call-to-action (CTA) in several ways-

✅Product/Category button- You can use this button to enable WhatsApp notifications or updates for your potential consumers.
✅Invite to chat- You can deliberately ask your eCommerce site visitors to engage in a discussion and get their questions answered through the chatbot.
✅Campaign Ads - Leveraging the click-to-WhatsApp Ads strategy in all your paid campaigns can help you engage effectively with potential customers straight away by redirecting them to a WhatsApp conversation invitation when they click on your online advertisement.

#2. Acquiring Customers

You can easily connect your customers from a web or mobile browser to the messenger platform by using the WhatsApp Business API. It is a powerful call-to-action (CTA) to engage them via automated messages and chatbot buttons, using API extensions to various NLP engines

Additionally, you can provide them the choice to subscribe directly to the WhatsApp platform, enabling them to regularly get notifications, alerts, relevant information, and updates via a channel. This direct line of communication will only incline the customers to stay loyal to your brand and service.

#3. Provide relevant, personalized product recommendations

A WhatsApp chatbot is an excellent alternative to an interpersonal conversation for personalized recommendations and discovering new products. All you have to do is make the most of the session when the consumer is already conversing with you. Utilize immersive photos, videos, gifs, and other relevant content of the product offerings to give recommendations and personalized user engagement to the customer. You can leverage the insights gathered from previously collected data and current product demand trends.

#4. Streamline the product discovery process for customers

Customers crave convenience while they are shopping. If you make it easier for them to find the right product they want and process orders within seconds, you have removed quite a friction for them. WhatsApp chatbots can let you execute it effectively by promptly delivering product details, pricing, and top-quality images & videos to entice the customer into finishing the purchasing process.

#5. Make the most of product life-cycle offers

Customers typically buy products with predictable consumption timelines, which increases the likelihood that they will intend to repurchase the item shortly after consumption. Businesses that act on a specific set of customers with a comparable consumption cycle can take advantage of this opportunity.

WhatsApp e-commerce integration can let you-

✅Deliver timely reminders while accounting for typical consumer repurchasing cycles or a client's tailored reorder cycle.
✅Utilize replenishment alerts in conjunction with subscription/membership services to increase conversion rates since customers are more likely to subscribe if they are already placing regular orders.

#6. Streamline the process of placing orders

Deploying eCommerce WhatsApp chatbot services can help you offer customers a seamless shopping experience from the first touch point to subsequent purchases. Customers could instantly explore and place the order from the chatbot, boosting the possibility that the transaction would be fulfilled without visiting another platform.

Additionally, eCommerce businesses could utilize chatbots to transmit customer data immediately to their CRM or databases, facilitating customers to place orders straight from their smartphones.

#7. Boost customer loyalty through WhatsApp

Positive customer experiences and satisfaction levels act as an assurance of repeat business. It is where WhatsApp can help boost your brand loyalty by facilitating the smooth running of loyalty programs on the platform to entice users to join. After a consumer spends a particular amount, you can send an alert inviting them to join your exclusive customer loyalty program. A variety of advantages, including early access to brand-new collections, quick delivery, extra discounts, and others, can be offered to customers willing to enroll.

#8. Automate FAQs

Customers may have many inquiries and questions from visiting your eCommerce website until they pay for their purchases. These frequently asked questions include a variety of topics, such as the business's available payment modes, sizing charts, return policies, product and company information, etc.

WhatsApp eCommerce chatbots streamline managing FAQs for you since they let you swiftly respond to customers' questions while purchasing a product. Customers are provided an instant solution rather than waiting for a response or searching the entire site for the information; it enables you to enhance conversion rates and decrease the number of support tickets raised.

#9. Handle payment-associated queries seamlessly

Payment management is a major problem for eCommerce enterprises because of the enormous daily sales volume that must be managed. You could risk losing the customer if they encounter friction during the payment process. So, once you automate the elementary-level, repeated requests, you can use chatbots to facilitate the seamless management of high-level payment-related issues by referring consumers to the appropriate customer support agents. You can also use WhatsApp pay to ease the customer's shopping experience and allow them to browse, shop and pay on the go.

#10. Schedule product refunds and replacements

Efficient handling of replacements and refunds is among the most challenging components of the eCommerce customer flow. A complicated refund process may leave customers unsatisfied if it's not managed properly. On the contrary, a simple and speedy refund process can result in higher retention rates and steadfast customer loyalty, two lucrative metrics for business growth and scale.
WhatsApp eCommerce chatbots can be crucial in providing users with an excellent refund/replacement service due to their capability to quickly and efficiently process requests for replacements or refunds. With the help of chatbots, you can rapidly coordinate pick-up times, determine the basis for the refund, and ensure that the appropriate steps are followed.

#11. Offer exceptional after-sales support

It's one of the most effective and extensively employed chatbot use cases. A swift post-purchase review can be performed using a chatbot once the consumer has received their product. If the product needs assembly, installation, or how-to directions, such checks/reviews can come in handy.

Undoubtedly, designing these product-oriented WhatsApp template responses can take time. But if done effectively, it can help you increase customers' confidence and earn those additional bonus marks to develop a loyal customer community.

#12. Scheduling store appointments

You know that chatbots are an excellent tool for lead generation and scoring since they can gather insightful customer data on the go. In addition, several rule-based chatbots are also efficient at setting up store appointments when an online chat is insufficient from the customer's point of view.

You don't need to hunt separately for a chatbot scheduling functionality when selecting one. You can integrate the customer into your online appointment scheduling solution at the most suitable times.

Another great strategy to engage and qualify prospects is to offer convenient scheduling of an in-store product demo or consultation through chatbots. This way, interested customers could automatically receive qualification scores if you employ a lead scoring system.

#13. Reduce cart abandonment

Businesses still lose plenty of buyers at the final leg of the purchasing cycle, despite all the optimization they do at each stage of the sales funnel. These customers have demonstrated willingness and ability to purchase but withdraw at the last minute. You may re-engage these clients and persuade them to finish their transactions by employing a WhatsApp chatbot for eCommerce. Here's an example of cart abandonment alert on WhatsApp

Here are some ways how a chatbot can help-

✅a chatbot can deliver prompt responses to customer's FAQs to resolve any product or purchase-related concerns
✅a chatbot can capture the consumer behavior & intent and provide a personalized buying experience to retarget a customer, which could be in the form of frequent reminders, a product demo, or a special discount.


According to a research report, the growing number of chatbot use cases in retail, eCommerce, healthcare, and banking will help save approximately $11 billion in annual expenditure by 2023. So, while discussing eCommerce alone, chatbot deployment can lessen the tremendous load on your customer support crew, personalize customer experiences and provide them with 24*7 assistance.

Therefore, eCommerce businesses need to explore and implement all the possible ways WhatsApp chatbot use cases and automation can help them grow their revenue and sales figures while delivering exceptional customer experiences.

Ready to get started with WhatsApp? Book your demo with Vizury today

How to Use WhatsApp for Customer Support?
With over 2 billion users worldwide, it’s no wonder why popular brands have adopted WhatsApp for customer support. Explore how brands are using it for customer support

Ready to grow your business?

We’d love to discuss your marketing plans and tell you how we’re the best partner you could choose