Are your support agents occupied with mundane customer queries? Are you finding a way to assist your customers 24*7? Are you looking to acquire higher customer volume or complete buyer’s purchases in your e-commerce store?
If your answer to these questions is a ‘Yes’, then it’s time to automate conversations with customers. Enter Chatbots.
A chatbot is a piece of software that can single-handedly tackle the repetitive tasks of human assistants. Customers today are knee-deep into chat culture. With a chatbot implemented on your site, you can save a lot of time for both your customers and employees. And, at the same time, increase revenues at a relatively low additional cost.
According to Gartner, AI chatbots will handle up to 85% of customer service interactions within a year. With the influx of corona pandemic, retailers are joining the online retail bandwagon, and the need for chatbots has grown like never before.
A good e-commerce chatbot must have the following goals:
- Help in customer acquisition
- Handle Transactions
- Provide customer support
This post explores a variety of ways in which chatbots can help e-commerce stores achieve the goals mentioned above at minimal cost.
Integration with Various Platforms
Whether you are using Shopify, Prestashop, or Bigcommerce for your e-commerce website, chatbots can retrieve data to provide customers with precise information.
Customers need not wait on the hotline for hours to enquire about the status of an order. A chatbot can provide them with instant answers and close the session.
Chatbots can also create leads in your Business CRM and help move the leads further down the sales funnel.
Facebook messenger has about 300000 active messenger bots every month. This shows how businesses are now expanding their reach through social media. Chatbots are fast and easy to build on various business tools and messaging platforms, most popular being – Facebook Messenger and Slack.
Are your agents handling repeat customer queries like shipping status of their order, order cancellation, or billing related queries? With a chatbot implemented on your site, you can automate all of this and make your customers’ shopping experience a breeze.
E-commerce bot, when trained with care, can perform more efficiently than human agents. They can proactively assist the customers by providing them product recommendations and guide customers on their customer journey to the checkout process.
Chatbots help in Boosting Sales
Chatbots create user curiosity. Sometimes it might be difficult for the user to navigate through a variety of products on the website and find the right fit. In such a scenario, help from an assistant can be very valuable to your customers. Based on a few questions or a nice quiz, a chatbot can provide product recommendations that suit their taste best.
Chatbots can ease the process of acquiring new customers and also help in customer retention. While other modes of marketing seem pushy, chatbots can be a very subtle and nice place to upsell or cross-sell various products. Chatbots increase revenues at a relatively low additional cost.
Natural Language Processing Powered Chatbots for Conversational Commerce
Bots that use Artificial Intelligence and Machine learning are trained to understand various semantics that human conversations entail. These bots provide a choice for the customers to type a query rather than navigate through a rule-based bot.
An excellent feedback mechanism in chatbots ensures that the confidence score is maximized, and the results match the customer expectation.
Improved Customer Engagement
83% of online shoppers need assistance to complete an order. 75% of customers expect help within 5 minutes, notes Shopify. If you are not keeping your customers engaged, you are missing out on the race. It would be best to make sure that customers find their answers in the first few minutes of their interaction. Chatbots respond to potential buyers queries immediately, thereby increasing the customer engagement rate drastically.
These benefits are just the tip of the iceberg. If you want to measure the real benefits of bots on your store, you should give it a shot. Chatbots are here to stay and can be customized easily for your business use-case.
At HappyFox, we have helped e-commerce companies take a massive leap in customer acquisition, get better at response time, and deflect tickets saving hours of manual effort. If this article inspired you to build a chatbot for your e-commerce website, we could translate your ideas into reality. Book a free demo with us, and our product specialist will get in touch with you!