Retail Use Cases with MChatbot

MChatbot helps shoppers and retail teams across ecommerce and in-store channels to find products, track and manage orders, handle returns, and get quick support using chat interfaces like Web, WhatsApp, SMS, and more. This page explains practical use cases that you can use as a shopper or as a retail team deploying MChatbot.

Who Is This For?

• Shoppers who want quick help with shopping, orders, returns, or store visits
• Retail and ecommerce teams looking to improve service and automate support across channels

What You Can Do With MChatbot

• Get guided help to find products that match your needs and budget
• Track orders and receive real-time delivery updates
• Start returns or exchanges and get pickup arranged
• Recover carts and get personalized offers
• Find stores and book appointments for try-ons or pickups
• Access loyalty points, personalized recommendations and member deals
• Get fast support and connect to a live agent if necessary

Platform Components

• Template Agent: Chat AI that understands retail use cases and your store’s rules
• Node Libraries: Connectors for commerce, inventory, payments, logistics, promotions, loyalty, and more
• Bot: The digital assistant available on web chat, WhatsApp, SMS, kiosks, and more
• Workflow: Automated actions like order/update notifications, reminders, returns/RMA processing, feedback surveys, and ticket creation

Supported Node Types

• Agent Nodes: Catalog/knowledge base lookups, store/stock checks, personalized recommendations, cart management, promo and price codes, payment capture, policy rules, order management, and user preferences
• Channel Nodes: Web Chat, WhatsApp, SMS, Instagram/FB Messenger, In-store Kiosk/Tablet, Staff Apps (Slack/MS Teams)
• Workflow Nodes: Notifications (email, SMS, WhatsApp), webhooks, returns/exchange (RMA), shipping/tracking, store locator/appointment booking, helpdesk ticketing, survey collection, and audit logging

Common Retail Use Cases & Sample Flows

The following examples describe how you can use MChatbot as a shopper, and how retail teams can deploy typical automated flows.

1. Finding Products & Guided Shopping

How it works:
You ask for advice on products via website chat or WhatsApp prompt. The chatbot learns your preferences (style, use-case, price), suggests matching products, applies available promo codes, helps add items to cart, and sends you a checkout link.

Sample chat:

• Shopper: “Running shoes for flat feet under ₹5,000.”
• Bot: “These two fit your need. Add size 9?”
• Shopper: “Yes.”
• Bot: “Added. 10% off today — here’s your checkout link.”

Benefit: Find and buy the right product without confusion or searching through endless menus.

2. Order Tracking & Notifications

How it works:
Enter your order ID on WhatsApp or web to get real-time status and estimated delivery times. MChatbot will notify you of delivery exceptions or changes and offer support if something’s wrong.

Sample chat:

• Shopper: “Track #A1276.”
• Bot: “Out for delivery. ETA today 6–8 PM.”

Benefit: No need to call customer service for updates—get answers instantly.

3. Returns, Exchanges, & Pickups

How it works:
Request a return or exchange by messaging the bot. MChatbot checks if the return is eligible, arranges a pickup, and can offer suggestions for exchanges or credits to help you complete a swap instead of a return.

Sample chat:

• Shopper: “Size too big.”
• Bot: “Want to exchange for M? Free pickup arranged. Credit available if you prefer.”

Benefit: Make returns simple and convenient, with a focus on satisfaction and retention.

4. Cart Recovery & Offer Nurture

How it works:
If you leave items in your cart, MChatbot sends a reminder and can apply targeted incentives or rebuild your cart if you return.

Sample chat:

• Bot: “Still eyeing the trail shoes? Extra 5% off ends today. Want me to rebuild your cart?”
• Shopper: “Yes.”

Benefit: Get helpful reminders and exclusive offers based on your interest.

5. Finding Stores & Booking Appointments

How it works:
Ask where to find available stock in a location, reserve an item, or book a try-on/pickup slot.

Sample chat:

• Shopper: “Size 9 in Andheri?”
• Bot: “Available at Infinity Mall. Hold and book 6 PM?”

Benefit: Quickly locate and reserve products, and schedule store visits.

6. Click-and-Collect (BOPIS)

How it works:
When you select store pickup at checkout, MChatbot confirms your order, sends you a pickup code when ready, and collects feedback after pickup.

Sample chat:

• Bot: “Order ready. Pickup code 4721.”

7. Loyalty, Offers & Personalization

How it works:
Log in or respond to campaigns to see your membership status, points, and receive curated picks or exclusive offers.

Sample chat:

• Bot: “Gold tier: 15% off on new arrivals. Want curated looks?”

8. Customer Support & Help

How it works:
Ask the bot common support questions (address change, order cancel, warranty). Simple cases are resolved instantly; complex issues are escalated to a live agent if needed.

Sample chat:

• Shopper: “Wrong address.”
• Bot: “Updated before dispatch. Anything else I can help with?”

Getting Started as a Shopper

• Look for chat widgets on retail websites, or scan WhatsApp QR codes online/in-store to start.
• Say what you need (“track order,” “need blue sneakers,” “return shoes”) — the bot guides you through each step.
• For help that's not automated, request a handoff to a person.

For Retail Teams: How to Launch

1. Deploy Retail Template Agent: The core AI that knows your brand, catalog, and rules.
2. Enable Agent Nodes: Connect your catalog, commerce platform, payments, logistics, returns, CRM/loyalty, etc.
3. Configure Channels: Web, WhatsApp, SMS, Kiosks/Tablets for in-store.
4. Set Key Workflows: Notifications, order management, RMA/returns, tickets, surveys, escalation.
5. Test & Launch: Invite staff or select customers, measure, and improve.

Good Practices & User Safety

• Prices and promotions shown in chat are always current and transparent.
• Stock levels, delivery times, and return policies are kept up to date.
• Information on opting in/out of notifications is clear on each channel.
• No sensitive payment data is stored by MChatbot; all transactions use secure payment gateways.

Key Benefits

• For shoppers:

  • Expert advice and product finders
  • Order and delivery status in seconds
  • Hassle-free returns and exchange
  • Personalized offers and loyalty perks
  • Live agent support when needed

• For retail teams:

  • Reduced support load
  • Higher conversion and cart recovery
  • Seamless omnichannel experiences
  • Greater customer satisfaction and loyalty

Metrics That Matter

Consider tracking:

• Conversion rate
• Average order value (AOV)
• Cart recovery rate
• First response time
• CSAT (Customer Satisfaction) / NPS
• Return-to-exchange save rate

Have questions or want to experience a demo?
Ask a question in the chat, or try a sample journey — right on our web or WhatsApp channels!