E-commerce Use Cases with MChatbot

MChatbot makes it easy for e-commerce teams to automate guided shopping, order tracking, returns, cart recovery and more across web and messaging channels. Below you'll find practical examples, common use cases, and how our platform can help you improve customer experience and boost your key metrics.

Who is this for?

If you run or support an online store — whether a D2C brand, marketplace, or retail chain — this guide shows you what’s possible using MChatbot, no matter your size or channel mix.

What can you achieve?

• Increase conversion rates with guided product advice and bundles
• Recover lost carts and nurture repeat purchases with personalized offers
• Deflect support tickets after purchase via self-serve flows
• Make returns, exchanges, and store pickups easy for shoppers
• Make subscriptions flexible and reduce churn

Key Platform Components

• Template Agent: The AI "brain" that understands your brand, products, policies, and tone
• Node Libraries: Plug-ins to connect your e-commerce platform (like Shopify/Magento), inventory, payments, CRM, shipping, RMA, and more
• Bot: Delivers conversations to your customers on Web, WhatsApp, SMS, Instagram/FB DM and in-store kiosks/tablets
• Workflow: Automates post-chat actions like emails, order updates, notifications, and ticketing

Core Node Libraries

Below are common blocks you can mix-and-match to build your use cases:

• Agent Nodes: Knowledge base, commerce connector, inventory, recommender, promotions/pricing, subscriptions, returns/RMA, payment, guardrails, human handoff
• Channel Nodes: Web chat, WhatsApp, SMS, Instagram/FB Messenger, kiosks/tablets
• Workflow Nodes: Email/SMS/WhatsApp notifications, webhooks, order management, returns/RMA, shipments, appointments, ticketing, surveys, audit logs

Real Use Cases (with Flow Samples)

Each use case below outlines: Trigger → Agent → Node Libraries → Channels → Workflow → Sample conversations

1. Guided Selling & Bundles (Boosting Conversion)

• When it happens: Shopper asks for advice on your website or Instagram DM.
• What happens: The chatbot collects preferences, suggests bundles, applies promos, and shares a checkout link — optionally follows up with a reminder.
• Sample conversation:
  • Shopper: “Gift set for ₹2,000 budget.”
  • Bot: “This bundle fits. Add and apply FEST10?”
• Why users like it: Chat turns into cart, instantly. No hunting for products.

2. Back-in-Stock & Preorder Alerts

• When it happens: Shopper requests restock notification or preorders an item.
• What happens: The bot tracks inventory, notifies users on WhatsApp or Email when items are available, offers a limited deal, and links to checkout.
• Sample conversation:
  • Bot: “Your size is back. 10% off for 24h. Buy now?”
• How it helps: No more lost sales from stock-outs.

3. Cart Recovery & Offer Nurturing

• When it happens: Someone abandons their shopping cart.
• What happens: Automated reminders go out via WhatsApp, Email, or SMS, with tailored offers and an easy way to rebuild the cart and buy in one click.
• Sample conversation:
  • Bot: “Still eyeing the tote? Extra 5% off today. Rebuild cart?”
  • Shopper: “Yes.”
• Result: More conversions, less manual chasing.

4. Order Tracking & Exception Handling

• When it happens: Shoppers want to check order status or have delivery questions.
• What happens: Bot verifies order, shows live status, notifies delays or issues, offers support, and logs the interaction.
• Sample conversation:
  • Shopper: “Where’s my order?”
  • Bot: “Out for delivery. ETA 6–8 PM.”
• Why it matters: Reduces “Where is my order?” (WISMO) tickets.

5. Returns, Exchanges & RMAs

• When it happens: Customers want to return or exchange an item.
• What happens: The bot validates the order, offers exchanges or credits, handles RMA creation and pickup, and notifies status updates.
• Sample conversation:
  • Shopper: “Size too small.”
  • Bot: “Exchange to M? Free pickup arranged.”
• Impact: Retain revenue by offering instant alternatives.

6. Store Pickup (BOPIS) & Appointments

• When it happens: Shoppers choose store pickup or request in-store availability.
• What happens: Checks local stock, holds items, books pickup or try-on slots, shares directions, and sends reminders.
• Sample conversation:
  • Bot: “Available at Phoenix Mall. Hold and book 6 PM?”
• Benefit: Drives foot traffic and faster fulfillment.

7. Subscription Management

• When it happens: Users want to pause, skip, or adjust their subscription.
• What happens: Handles verification, applies changes, and can offer a promo to retain the customer.
• Sample conversation:
  • Shopper: “Skip next month’s box.”
  • Bot: “Skipped. Want 10% off if you keep it?”
• Goal: Reduce churn and increase LTV.

8. UGC Q&A & Moderation

• When it happens: Shoppers ask product questions (e.g., about fit/material).
• What happens: Bot answers using approved information, filters risky/inappropriate content, logs interest, and can guide more shopping.
• Sample conversation:
  • Shopper: “Is it machine washable?”
  • Bot: “Yes — cold wash. Want matching pants?”
• Effect: Builds trust, boosts conversion.

Visual Examples & Getting Started

• See guided selling in action: Try our demo for a sample “chat to cart” journey.
• Ready to try? Contact us or launch your first MChatbot use case.
• Need integration? We support Shopify, Magento, and custom e-commerce stacks.

Tips for Success

• Be clear with offer/promo terms and stock/ETA estimates.
• Always let customers opt in/out of channels.
• Handle card payments securely via gateway — we never store sensitive payment data.

Metrics You Can Improve

• Conversion rate, AOV (average order value), cart recovery, first response time, CSAT/NPS, return/save rate.

Launch Checklist (Recap)

1. Set up your E-commerce Template Agent.
2. Add nodes: knowledge base, commerce, recommendations, promotions, subscriptions, guardrails, memory.
3. Connect your channels: web, WhatsApp, SMS, Instagram/FB Messenger, etc.
4. Build workflows for order updates, returns, notifications, tickets, and surveys.
5. Launch, measure, and continuously enhance the experience.

What users gain

• Shoppers: Helpful product guidance, easy support, fast returns, and seamless pickups.
• Ecommerce teams: Fewer support tickets, higher conversions, smoother ops, stronger customer loyalty.

Have a use case in mind that isn’t here? Talk to our team or explore more in our documentation!