WhatsApp chatbots 101: Automating your conversations

CHATBOTUpdated on
Mar 28, 202311 min read
People love BotPenguin Chatbot Maker Platform


People love BotPenguin Chatbot Maker Platform

Although it has existed for twenty years since its start, the eCommerce business continuously expands. 

This expansion is driven by significant technological advancements and changing user behaviors. But where strictly do eCommerce WhatsApp Chatbots come into this picture?

The chance Across the globe, more and more people are shopping online.

Amazon's market cap was estimated to be worth one trillion dollars, while Walmart paid $16 billion to acquire Flipkart. 

Worldwide eCommerce sales are anticipated to reach 7.4 trillion dollars by 2025.

Particularly dominating the global eCommerce landscape is Asia's enormous consumer base. 

Comparatively, the value of the eCommerce market in North America is only US$1015.00 billion, whereas Asia's demand is around US$2093.00 billion.

By 2023, the retail e-commerce market in the Asia Pacific Region (APAC) will be greater than the retail e-commerce markets in North America, Europe, Africa, and South America combined.

But with this skyrocketing expansion comes obstacles on the scale of Mount Everest.

In terms of industries, real estate, and eCommerce couldn't be more different. The tickets are inexpensive, and there are a large number of consumers.


In the world of eCommerce, optimization is the name of the game. 

Websites are optimized for customer-oriented metrics, including customer acquisition cost, customer lifetime value, average order value, customer satisfaction measured by customer survey, and income by traffic source.

Which statistic has been optimized to a greater degree? The rate of conversion.

And there's a good explanation for that. If you are an eCommerce company with a 3% conversion rate and you manage to seek out an increase of 1%, you have just improved your top-line sales by 25%. 

If you are an eCommerce company with a 3% conversion rate and you manage to seek an increase of 1%.

The conversion rate for the eCommerce industry (mobile and desktop combined) is a pitiful 2.93% on average.

And low conversion rates are just the beginning of the trouble we face. The eCommerce business is home to various demons that work in customer care.

eCommerce is facing the perfect storm of magnitude and seriousness, from an endless expanse of repetitive frequently asked questions (FAQs) that bog down support lines to make-or-break customer difficulties that drive them to a competitor in search of a solution.

Forms, emails, and call centers are examples of traditional customer service methods, but more is needed to meet the demands of modern customers.

To solve this problem, online retailers need solutions that can —

  1. Automate support queries and reduce ticket numbers.
  2. Leads need to be generated, qualified, and converted.
  3. Engage on the channels that the customer finds most convenient.
  4. Improve the effectiveness and productivity of the agents.
  5. Increase the CSAT and NPS scores.

While traditional assistance might meet two or three of the needs listed above, you can only fulfill some of them with a WhatsApp Chatbot explicitly designed for online retailers.

WhatsApp is the most widely used messaging platform in the world. It is, without a doubt, the most commonly used communication platform in the annals of human history, with more than 2 billion people using it monthly. 

Users can communicate with their friends and family in a matter of seconds using WhatsApp. 

Your firm can accomplish the same thing with WhatsApp's Business APIs.

We will walk through a few different use cases for a WhatsApp Chatbot, charting a consumer's path through his journey.

Automated Lead Generation 

The first and most essential step in selling is the generation of leads

Your sales staff will have access to more resources to work with and, as a result, more individuals to sell to if the top of the funnel is greater.

By incorporating a click-to-chat link into your marketing or advertising services and using a WhatsApp chatbot for business, you may convince clients to share their contact information.

When a client sends you a message, you are immediately provided with their name and telephone number. 

You can use a WhatsApp chatbot to inquire about more information, such as an email address or location.

After the consumer texts you, you can prolong that session for twenty-four hours. (A consumer is considered to be in a session once it has been 24 hours since their most recent message.)

If you want to continue a conversation with a consumer after twenty hours, you must convince them to opt into future communication.


Regarding their websites, businesses strive to eliminate any obstacles to a sale.

Once a lead has been created, businesses want customers to have a positive experience that continues through the payment process. 

But customers have questions. They ask that question regularly.

These frequently asked questions include various topics, from inquiries regarding the product and the firm itself to the sizing chart, return policy, and types of payments the business accepts.

A consumer may only abandon their purchase if the solutions to these queries are readily available.

You can respond to your consumers' questions regarding their purchasing decisions using WhatsApp's AI Chatbot. 

Empowering clients with an engaging and rapid solution is preferable to making them wade through a FAQ paper that is 40 pages long or waiting 24 hours for an email response.

By automating your frequently asked questions (FAQs), you can enhance your conversion rate and reduce the number of support tickets you receive.

Order with chatbots

The act of making an order ultimately drives income; thus, it's important to get this right. 

You can create a seamless experience for all your customers, from prospects to returning clients, using an eCommerce WhatsApp Chatbot.

Businesses can also enable deep integrations using WhatsApp's Business APIs. 

Customers will appreciate being able to make orders from the convenience of their mobile devices if you assign variables and push data to your CRM and OMS.


The most important step you can take to expand your online business is to develop a shipping plan that is both efficient and effective for your eCommerce store.

Informing consumers about the location of their shipments is the action that will have the second-greatest impact.

Performing a status check on the order.

Most of the time, status updates communicated via email and SMS should be addressed.

Keep your customers informed about the progress of their packages to lower the number of support tickets they submit and increase their CSAT and NPS scores.

Customers can amend their delivery addresses, reschedule their deliveries, or reply to you through WhatsApp chatbots for eCommerce.

Making arrangements for a return or replacement

Businesses such as Zappos and Amazon have prioritized simplifying the return process for their customers.

Issuing refunds is sometimes the most challenging component of an eCommerce customer flow. 

A poor refund process can frequently destroy the connection between a company and a customer. 

On the other hand, positive client return experiences strengthen customer loyalty and increase customer retention rates.

Users are given the ability to quickly and easily file for refunds through the usage of WhatsApp chatbots. 

Users can specify the cause for a refund, set pick-up hours, and reassure customers that they will receive rapid action.

Replacing or refunding an item can be started with just a few texts.

Recommending Products

It will often cost a company seven times as much to bring in a new customer as it will sell to someone who has already done business with them.

After you have successfully attracted a consumer and guaranteed that they had a pleasant shopping and after-shopping experience, it is time to determine whether or not they are interested in additional products or services.

Customers can easily construct new carts and repurchase things if you use a WhatsApp Chatbot to facilitate this process.

After they have texted you, you can send them specials, discounts, and information about newly available products.

Customers should have their CSAT and NPS scores collected.

The two most essential foundations around which customer loyalty measurements are constructed are the CSAT (Customer Satisfaction Score) and the NPS (Net Promoter Score).

Nonetheless, gathering these data presents a considerable obstacle to overcome. Customers seldom respond to conventional communication methods such as email or text messages.

Use WhatsApp to improve client engagement and read and reply rates when communicating feedback. 

After that, you establish one-touch interactions on a platform your consumer prefers to use to get the most feedback or CSAT possible.

Abandoned Cart Recovery

On Cyber Monday, over 78% of all shopping carts were left unattended.

Even with the optimization done at each sales funnel stage, businesses still lose many clients at the last step. 

Customers who fall into this category have demonstrated the desire and financial capability to purchase, but at the eleventh hour, they decide not to go through with it.

Re-engaging these clients and encouraging them to finish their transactions can be accomplished using a WhatsApp Chatbot for eCommerce. 

The return on investment for relatively small efforts in customer retention is significantly higher than the return on investment for considerably more significant investments in new customer acquisition.


Referrals from satisfied customers are the ultimate aim of any marketing efforts.

It is in the best interest of businesses to have satisfied consumers speak well of their wares to the people in their personal and professional networks. 

This is supported by research; for instance, the probability of a person making a purchase increases by a factor of four when they are told about it by a friend.

Encourage users to send in referral codes or app reviews by using a WhatsApp Chatbot to communicate with them.

You have provided outstanding customer assistance and made the purchasing process easy to navigate. 

Please take advantage of this and make it easy for clients to tell their friends about your business.

Payment-related queries

The most significant barrier to a sale is the payment process. 

If you fail to issue a refund when you ought to have done so or take money from a client's account when you had no right to do so, you can be sure that you will lose that customer.

A negative payment experience is the equivalent of sounding the death knell in price-sensitive markets such as India.

After automating the low-level, repetitive questions, you can hand the higher-level discussions to a natural person. 

Customers can be transferred to the appropriate agents in an automated fashion using a WhatsApp chatbot.

Update customer details

Customers go through phases, much like organizations do. 

They are changing their address, getting new cards, and purchasing new devices. 

You have served happy customers for years; don't let any changes prevent you from continuing that tradition. 

Please make use of the options offered by BotPenguin to modify records as they are sent to you through your WhatsApp chatbot for eCommerce.

FAQs Regarding WhatsApp's E-Commerce Chatbot

1. Do you have to pay to use WhatsApp Chatbots?

A nominal cost is required for installing WhatsApp Chatbots developed using the WhatsApp Business API. 

Charges for hosting, installation, and integration are included in this total. Because Meta hosts WhatsApp Cloud API on its servers, no hosting fees are associated with using this API. 

In addition to this, you are required to pay for each conversation. 

The sum varies according to who started the conversation and from which country they are speaking. Click here to learn more about the pricing for WhatsApp Messages.

2. What costs are associated with utilizing eCommerce chatbots for WhatsApp?

A chatbot that facilitates eCommerce on WhatsApp does not incur any additional fees. It functions exactly like a typical chatbot would for WhatsApp. 

A nominal one-time fee covers hosting, setting up, and integrating chatbots constructed using the WhatsApp Business API. 

Meta's Cloud API users don't have to pay any hosting fees because Meta hosts their APIs on their servers. eCommerce enterprises must pay a fee for every customer conversation in addition to the installation price. 

The sum varies according to who started the conversation and from which country they are speaking.

3. Do the shopping chatbot and the eCommerce chatbot refer to the same thing?

Yes, eCommerce and shopping chatbots are the same, and you can use the terms synonymously. 

These chatbots will automate the user's buying journey from beginning to end to deliver a smooth experience for the customer.

4. About the integration of eCommerce platforms, what kinds of media does WhatsApp support?

You'll be able to expedite your communication thanks to eCommerce integrations on WhatsApp, which will also assist in minimizing the workload for your human resources across all your departments. 

Your eCommerce business, customer relationship management (CRM) and enterprise resource planning (ERP) software, ticketing platforms, payment gateways, and loyalty programs can all be integrated with your WhatsApp chatbot. 

Learn how to make the experience of using this help as smooth as possible for your clients here.

5. Can we receive a demo of an eCommerce chatbot for WhatsApp?

BotPenguin allows you to observe the eCommerce WhatsApp chatbot in action; thus, the answer is yes. 

Discuss your needs with our seasoned professionals by setting up a demonstration.

  1. To summarize, the following describes how the firm and its customers would profit from WhatsApp Chatbot: They contribute to an increase in revenue by producing high-quality leads.
  2. Chatbots cut customer service costs by automating responses to simple questions.
  3. Traditional alternatives can be more challenging, whereas eCommerce Chatbots are simpler for agents and customers.
  4. They are a mode of communication that is more efficient.
  5. In contrast to emails and text messages, chatting fosters personal interaction.
  6. The CSAT and overall customer experience can be improved with eCommerce Chatbots' help.

BotPenguin can remove all the hassle and save time for your business with a ton of features and integrations that’ll make you go wow. 

To see the BotPenguin in action, head over to BotPenguin and sign up!

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