Watsons Singapore Chatbot Review

Watsons Singapore Chatbot Review

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Image Credits: Wikimedia Commons


Watsons, one of Singapore’s leading health and beauty retailer, with over 100 stores, created a chatbot on Facebook Messenger. The chatbot will help you find products, locate stores, deliver, and much more. How will the chatbot perform when we test it out? Let’s take a closer look!




Watsons Singapore used Facebook Messenger as the platform for their chatbot. As a result of this, it is necessary to click on “Get Started” to activate the chatbot on this platform. Upon activation, the chatbot will greet you and ask you to pick from the following menu:


  • Promotion
  • Store Location
  • Return and Refund
  • Delivery
  • Watson Membership


One feature that seems to be absent from this chatbot is that “Get Started” won’t restart the conversation, unlike with other chatbots. If you wish to go back, you will need to type “Main Menu” in the chatbox.


When you select “Promotion,” the chatbot will suggest Watson’s top three products. The chatbot will give you a brief description of every product such as its name, quantity, and price. If you wish to buy the product, there is a “Purchase Now” option below its image. The chatbot redirects you to Watsons Singapore’s official website, where you can complete the purchase.


Under Promotion, the chatbot will find out if you are interested in the following types of products:


  • Best Buy Products
  • Skincare
  • Cosmetics
  • Health
  • Personal Care
  • Haircare
  • Baby


If you select “Best Buy Products,” the chatbot will suggest three products from its wide range. You can buy the products or go back to the main menu. If you want to visit Watsons Singapore’s E-shop, the chatbot will provide a link.


Depending on what you select under “promotion” the chatbot will suggest appropriate products. For example, when you click on “Baby,” the chatbot will show you their range of unscented baby wipes. Even if you select “Skincare,” the chatbot will show two products from this category. You don’t have to click on the options given by the chatbot. You can type in keywords such as personal care, haircare, health, and cosmetics. The chatbot understands keywords, even if they are out of context.


For “Store Location,” the chatbot will ask you to pick from the following directions:


  • Central
  • East
  • South
  • North
  • West


Based on what you select, the chatbot will give you the appropriate information. For example, when you select Central, the chatbot will direct you to Forum Galleria on Orchard road. The chatbot is helpful because it gives you the phone number of the store along with its opening and closing hours. Similarly, for other locations, the chatbot works the same way.


The chatbot will help you out with “Return and Refund” when you select this option. The chatbot will inform you that all the products you purchase from its online stores are not exchangeable. However, if you wish to refund any product, you will have to get in touch with their customer service, within days of your order. It’s great to see that the chatbot can understand this keyword even if you are on another menu. For example, when you are finding Watsons Singapore’s health products, you can just type “Return and Refund” and the chatbot will start talking about the store policy.


Under “Delivery” the chatbot will ask you to select from the following:


  • Self-pickup
  • Home delivery
  • Overseas delivery


For “Self-pick up,” the chatbot wants to know if you are interested in obtaining more information about their delivery charge or delivery period. When you select delivery charge,  the chatbot will inform you that you can pick up the products for free. Under delivery period, the chatbot tells you that your order will go to one of their stores within three working days. After that, you will get an email and SMS from the retailer, informing you that you can pick up from the store. If you want to track your order, you will have to go to Watsons Singapore’s official website. Over there, you will have to find order history, where you can keep track of what is going on at the moment.


Similarly, you can find out additional details for home and overseas delivery. Under home delivery, Watsons Singapore will charge you $8 if you order for less than $80. If you have a membership with Watsons Singapore, then you won’t have to pay any delivery charges.


When you select “Watson Membership,” the chatbot will ask you if you want the application or find out about the benefits. If you want the application, the chatbot tells you that you can sign up by visiting one of its stores or going to the official website. For member benefits, the chatbot will give you a link, which provides all the information you need from the retailer.




Watsons Singapore built a really good retail chatbot. It can understand keywords during any part of the conversation and will redirect you to the appropriate menu. The chatbot provides all the necessary information to make your experience wonderful.


If you wish to use this chatbot, head to its Facebook page!


Brought to you by SingaporeChatbots

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