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5 Ways WhatsApp Chatbot Can Drive ECommerce Sales

October 16, 2020  •  4 minute read

Whatsapp chatbots can help eCommerce brands to lead generation, answer faqs, cross, and up-selling, retargeting, and 24/7 customer support.

Almost 20 years since its inception, the E-Commerce industry is infinitely growing, led by revolutionary technological advances in artificial intelligence and evolving user behavior. 

As an industry, E-Commerce is painful in terms of customer retention because of the fierce competition on a global scale, which is getting tougher each day. In contrast to other industries, tickets in the E-commerce sector are small and the customers are plentiful. 

We are in the era of Artificial Intelligence and brands with excellent customer service know this. What is their secret? Answer – AI Chatbots

Chatbots play an outstanding role in a company’s customer service. 71% of people prefer to use messaging applications to obtain assistance when they have a question about a product or service as it can solve their problem as quickly as possible. 

WhatsApp being the world’s largest messaging platform with over 2 billion monthly active users, it is undoubtedly the most popular communication interface in human history.

In this post, we will talk about why an E-Commerce company should integrate WhatsApp chatbot with their business strategies.

Evidently, WhatsApp Business API chatbot helped E-Commerce brands drive customer acquisition, customer engagement and increase sales three times more and 10X in revenue. How do they achieve this? Keep reading to find out.

1. Lead Generation

Lead Generation is the first and foremost part of a sales funnel. A larger top-of-the-funnel demands its sales team more people to work with and more people to sell to. WhatsApp Chatbot can get your customers to give you their details by just adding a click-to-chat link to your ads.

Once your customer sends you a message, you automatically get their name and phone number. You can also get more details like email ID or location through the WhatsApp chatbot.

2. Frequently Asked Questions

Once a lead is generated, companies aspire for their customers to have a smooth journey all the way. The E-Commerce industry witnesses the most number of FAQs during their customer journeys. These FAQs include questions about the product and the company to its size chart, refund policy, and kinds of the payments the company accepts.

A customer is likely to drop off if answers to these questions are not readily available.

With WhatsApp Chatbot, you can answer all of your customers’ purchase decision queries seamlessly. You can also engage your customer with immediate solutions instead of having to wait 24 hours for an email. By automating FAQs, you can increase your conversion rate and lower your support ticket volumes.

3. Retarget Abandoned Carts

It’s inevitable for companies to lose a lot of customers at the last step, even after all the optimization they do at every step of the sales funnel. Re-engage these customers and encourage them to complete their transactions by using a WhatsApp Chatbot for E-Commerce. Lower investments in re-engagement deliver far higher returns than large investments in new customer acquisition.

4. Up-Sell and Cross-Sell

Best way to utilize customer data? Showcase them the list of product catalogs based on their product interest or previous purchase history. WhatsApp Business has now even rolled out the product catalog feature for customers to explore through a range of varieties. With WhatsApp chatbot, help your customers complete the purchase of products by providing better images, gifs, or videos of the products and provide a mobile-responsive URL. This is one of the fascinating ways to personalize the interaction and further enhance the performance based on user inputs.

Insightful Up-Selling

In-sightful Cross-selling

5. 24X7 Customer Support and service-desk agent-transfers

With WhatsApp Chatbot, you can provide round the clock customer support for all the requests sent out by customers. In addition, chat integrated with Whatsapp API, live agents can respond to the queries, while the customer is on Whatsapp. You can resolve issues one-on-one with personalized conversations instantly. 

To summarize, WhatsApp for business can help you increase revenue by generating highly qualified leads. It can also reduce support costs by automating low-level queries. WhatsApp Chatbots are easier to use than traditional alternatives for agents and customers alike since they are a quicker means of communication. They can also create a human connection, unlike emails and SMS. This will eventually lead to helping improve CSAT and overall customer experience.

Want to explore possibilities with WhatsApp Chatbot? We’re giving you a free WhatsApp Chatbot for 90 days. Get yours, today.


Yellow.ai is the world's leading enterprise-grade conversational AI platform that unlocks business potential at scale. It is powered by Dynamic AI Agents to deliver human-like interactions that boost customer satisfaction and increase employee engagement across 35+ voice and text channels and in 135+ languages.
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