In this blog, we will be talking about “WhatsApp chatbots for the future of eCommerce.”
The 21st century is moving at a qualitatively faster pace. Business models and consumer expectations are volatile more than ever today. From the quick changes in consumer behaviour patterns to various organizational challenges, 21st-century businesses have to take into account numerous factors to keep up with the competition. According to a report by Acquire, 1.4 billion people use chatbots. And with the amount of convenience AI tech provides, these numbers are only on an upward curve!
In times like this, Artificially intelligent tech has made the survival process not only easy and sustainable for businesses but has also made a much more cost-effective way to experience the best of what the 21st century has to offer its customers. 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.
But how are eCommerce businesses benefitting from WhatsApp chatbots? We are glad you asked!
They help you add a hint of 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.
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.
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.
Related: Learn everything about WhatsApp Shop
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.
Ecommerce WhatsApp Chatbots: Did you know?
- 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)
Conclusion
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. To learn more about WhatsApp Chatbots that will help your customer service teams click here for a demo.
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