Meeting the growing needs of buyers is one of the significant trends in the online retail market. The eCommerce market has become the order of the day and is expanding rapidly. With the increasing user demand, it has become imperative to maintain the uninterrupted flow of services round the clock.
When companies found it difficult to meet and adapt to customers’ growing needs, they turned to automation.
Therefore, we have AI chatbots for eCommerce that can reinforce customer-focused and customer-centric practices through conversational chatbots for eCommerce.
What are eCommerce chatbots?
eCommerce chatbots are AI systems that online retailers can use to engage their clients throughout the customer journey. eCommerce stores can use these chatbots to answer questions about their products directly on the website or even on various other messaging platforms like WhatsApp, Instagram, Facebook Messenger, etc.
These eCommerce chatbots are utilized for conversational marketing and to answer customers’ questions about a product before making a purchase. These bots are used for conversational commerce and intelligent and instant customer service without needing a human customer service representative. That is especially handy if you run eCommerce in America but have buyers from other nations.
5 Reasons Why Your eCommerce Business Requires a Chatbot
Conversational AI can have several benefits for your eCommerce business. Here are some of the most important of them:
It enables 2-way communication with customers. It not only tells them something or guides them but also learns from them, listens to their questions, and develops a relationship.
- The Conversational Bot connects with 2 to 5 times more customers than possible via email.
- Stores that use Conversational Commerce correctly increase their annual sales by 7% to 25%.
- It opens up a new network to drive sales. Instead of being restricted to your website, you can now show your catalog, make sales, and collect payments via WhatsApp,
- Messenger, Telegram, and 10+ various touchpoints.
- Your bot permits you to send content and promotional messages through the touchpoints where your customers spend the most time, creating a powerful omnichannel engagement strategy.
11 ways chatbots can improve sales and support for your eCommerce store
1. Personalizes your services
AI chatbots in e-commerce remember users’ previous interactions and use them to personalize future conversations. Bots can also focus on the customer while guiding them through the sales funnel and making product recommendations. Personalizing services also increase engagement rates and save customers time by promoting relevant products.
2. Record real-time interactions
AI chatbots enable e-commerce businesses to record user interactions in real-time. This information can be analyzed to improve services according to user input. Instant access to critical data lowers operational costs and maximizes a company’s efficiency and operations.
3. Allows customer service agents to focus on complex tasks
Because chatbots can handle 80% of your customers’ repetitive simple questions, they can help customer service managers focus on resolving complex issues. You can win more customers by prioritizing complex inquiries and reducing operational costs.
4. Provide fast, reliable, and cost-effective customer support
Chatbots remember user interactions and requests. They are available 24/7 and respond immediately. According to a report by slick text, more than 50% of customers expect businesses to be open 24/7.
E-commerce businesses that can’t provide instant support often close because their competitors offer 24/7 support.
With instant assistance and two-way communication, bots can genuinely connect with users.
A bot can inform users about online payment offers and benefits. AI-powered chatbots can answer 80% of repeat customer queries. And if they can’t solve the problem, they immediately forward the request to a live chat agent.
Chatbots in e-commerce websites provide answers to frequently asked questions, capture customer reviews, and solve complex customer queries. They are designed to eliminate a shopper’s confusion when making a purchase.
5. Allows you to view your catalog across multiple channels
If your customers find they need to buy something while using another social media app, wouldn’t it be better if they could make the purchase directly from you through that app?
Opening your website or app can feel too cumbersome, and they don’t want to switch between platforms. Fortunately, they don’t have to.
Creating a chatbot on WhatsApp, Facebook Messenger, Telegram, and more than ten other touchpoints enable your clients to browse your catalog and make purchases directly from the platform they already use.
That reduces the hassle for customers and provides them with an omnichannel experience.
6. Act as the perfect knowledge base
AI-powered chatbots make it easy to provide customers with the information they need. For instance, when a customer selects a specific product, the bot provides one-touch access to the FAQ section on the chat screen. If the customer needs additional information, the chatbot can take the input and present the requested information within seconds.
The interaction between the e-commerce chatbot and its users thus simplifies the buying process, increasing engagement rates, and sales.
7. Generates sales with storytelling
Storytelling is purely an art form. When combined with an AI chatbot for eCommerce, it can help brands connect with customers. It ultimately increases engagement rates once AI chatbots master conversations by learning from user input.
In a sense, eCommerce companies are not just selling products to their clients. Instead, they inform them about the product and keep it alive in their minds. They engage visitors with interactive tools like images, gifs, videos, and audio. That ultimately leads to more substantial engagement with the brand, as the chatbot better captures the customer’s attention, facilitating the sales process.
8. Rich analytics to drive more sales
In eCommerce, there is nothing better than interested buyers. These customers mark their favorite products on the website. They either make an immediate purchase decision or leave their shopping carts and wish lists out in the cold for months. The result is that millions of products don’t reach shoppers.
Fortunately, AI bots are entirely changing this practice. A bot can understand visitors’ needs by analyzing the products in their shopping carts and wish lists. Moreover, bots can recommend better products to users. That can lead to an increase in the customer base and sales.
9. Boosts lead generation and email marketing
AI bots can engage with users using automated trigger emails and instant replies. There is a lot of low-cost email marketing software that can help you automate this. In addition, eCommerce businesses can use chatbots to get customers to fill out forms and collect data.
Your eCommerce chatbot can capture lead information in various ways, from collecting data directly in the conversation flow to allowing customers to fill out forms natively in the bot.
10. Collect feedback
There are two ways an eCommerce chatbot can collect feedback from customers.
One is through reviews, and the other is through web forms. If a company focuses too much on collecting manual reviews, sooner or later, it will realize that this is not cost-effective. This process is too time-consuming. As a result, very few consumers provide their genuine reviews.
On the other hand, a customer who gets a defective product delivered will give a bad review.
Bad reviews hurt the business, so it is necessary to improve the customer experience. With the help of AI chatbots, e-commerce companies can trigger the process of collecting feedback at a particular time. Then, a bot can collect users’ feedback while interacting and sympathizing with them. And it can assure them that their problem has been forwarded to the appropriate team in real-time.
This way, you can decrease the impact of lousy marketing via AI chatbots. Instead, there’s a chance that people will recommend your platform as the most reliable among their friends and family.
11. Provides metrics
When the majority of people think of an AI-powered chatbot, they think of it as a conversational interface. However, when used properly, they can be a goldmine.
The excellent user metrics can do wonders for your business. Traditional tools, however, cannot provide essential details about how website visitors interact. However, an AI-powered e-commerce chatbot can collect complete details of users in real-time, such as how they interacted with products, preferences, what they disliked, how they responded to the chatbot, etc. Used correctly, this user data is an absolute goldmine. They can help eCommerce companies improve the customer experience by steering services in the right direction.
eCommerce chatbots are always looking to delight their customers with an unparalleled experience. However, traditional customer engagement tools only result in average customer satisfaction.
eCommerce companies often struggle to improve the customer experience. That is mainly because dissatisfied customers are unlikely to come back and make another purchase. Therefore, it is essential to understand whether a customer is satisfied with the services or not. Conversational chatbot marketing allows customers to express their feelings so businesses can understand and empathize with their customers.
Apart from the business perspective, getting the users’ feedback is imperative. It can help identify the weak points in the chatbot conversation flow, which may include incorrect answers, poor conversation design, repetitive answers, and knowledge gaps.
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