tockouts are one of the most critical challenges for retail, impacting both the customer experience and revenue. Frustrated consumers who can’t find the product they want may cancel their orders or, worse, abandon the brand and turn to competitors.
With the Automated Product Substitution feature via WhatsApp, powered by the Weni Platform, this issue transforms into an opportunity to strengthen customer relationships.
By offering real-time alternatives, brands not only avoid cancellations but also provide a fast and convenient experience, showing the customer that their satisfaction is a priority. It’s a fusion of technology and intelligence to preserve sales and build customer loyalty, even in the face of logistical challenges.
How the Feature Works
Proactive Substitution Suggestions
When an item is out of stock, the customer automatically receives suggestions for equivalent or similar items via WhatsApp, based on the catalog integrated with VTEX or the e-commerce platform used by the company.
Personalized and Contextualized Responses
Communication with the customer is tailored to the context of their order, with messages that clearly explain the available options and highlight the benefits of the suggested substitutions.
Simplified Order Completion
The customer can choose one of the suggested items and replace their product before the order is processed, directly through WhatsApp, without needing to restart the process on another channel or platform.
Weni Chats – Human Support When Needed
If the customer needs additional information or has specific questions about the suggested products, a human agent can join the conversation with full access to the order history, ensuring quick and efficient support.
Customer Impact
- Streamlined Shopping Experience: receiving immediate alternatives via WhatsApp keeps the shopping process uninterrupted
- Personalized and Quick Service: rapid solutions show the brand cares about meeting the customer’s needs
- Elimination of Frustration: resolving the issue of unavailable items without requiring extra effort from the customer.
Operational Impact
- Reduced Lost Orders: increases conversion by offering alternative products at the right moment
- Better Inventory Management: directs customers to available products, helping avoid excess stock
- Reduced Operational Costs: automates interactions that previously required human agents, freeing up the team for more strategic tasks.
Technical Requirements for Implementation
- Integration with VTEX for real-time catalog and stock status access.
- Configuration in the Weni Platform, including the substitution module and WhatsApp API.
- Integration with a product substitution app (e.g., Janis Orders).
- Customization of the suggestion catalog based on the brand’s substitution rules.
Watch the Demo
Want to implement this feature in your operation? Visit Weni by VTEX and scale your customer service experience with cutting-edge technology.
