Overview

BIK’s WhatsApp Chatbot Support is a SaaS solution that brings e-commerce customer support and conversational commerce into WhatsApp. It automates answers to common queries (handling ~70–80% of routine questions), runs chat-based CSAT/NPS surveys, integrates with Shopify and payment flows for in-chat product browsing and checkout, and routes complex conversations to human agents within a unified helpdesk and CRM. The product is part of BIK’s multichannel AI commerce platform designed to increase conversions, reduce agent load, and provide 24/7 personalized engagement.

Features and Capabilities

• Automation & Routing: Automates responses to common FAQs and automatically re-assigns or escalates complex chats to human agents for resolution.
• Chatbot Commerce: Supports in-chat product catalogs, browsing, cart creation, and end-to-end checkout flows with supported payment providers.
• Analytics & Journey Tracking: Includes a journey builder and analytics to monitor automation performance, conversion metrics, and funnel attribution for WhatsApp flows.
• CSAT / NPS & Feedback: Enables automated, conversational CSAT/NPS surveys and workflows that route low-score respondents to agents for recovery.
• Integrations & Sync: Offers native integration with Shopify and other e-commerce apps, plus open APIs and webhooks for custom system and analytics connections.
• Multichannel CRM / Unified Inbox: Provides a single inbox for Instagram, WhatsApp, Messenger, and email so agents can view conversation history and automation journeys in context.
• Templates & Journey Automation: Delivers prebuilt templates and automation journeys (welcome, abandoned cart, re-engagement) and allows merchants to build custom flows.
• Go-live & Support: Includes rapid deployment options and dedicated growth strategy support to configure flows and templates for merchants.