If you are clear regarding your goals, you can avoid distractions and focus entirely on results.
Chatbots for e-commerce is a robust sales and marketing tool. So before you get started, be clear about what you want your chatbot to do for your business.
Below are some other features to consider before you set out to create your chatbot:
- Where should the chatbot be placed?
- What other systems, such as social media, do you want it to connect to?
- What kind of details do you want to provide to your clients?
- What are your customers searching for when they interact with your chatbot?
Should users be able to make a request and connect with an employee?
How does your chatbot fit into your overall marketing strategy? If you’re clear about what you want, at least initially, you can develop your chatbot efficiently without getting distracted by the myriad of options chatbots offer. (Seriously, they can do a lot.) I highly suggest considering the power of Facebook Messenger when it comes to chatbots. More than a billion users use Facebook Messenger every month, making interactions with your brand seamless.
Through Messenger, you can get valuable information about users, such as their name and location, which can help you help them discover what they want – and ultimately guide them through your sales funnel.
One of the essential devices for starting a Facebook Messenger chatbot is Manychat, which we’ll discuss below.
Creating a chatbot for e-commerce
Yes, it is possible to embed Facebook Messenger directly into your website. However, a third-party chatbot program allows you to set up automated conversations through scripts, answer popular questions or assist customers without the need for human intervention.
Each program has its interface and a step-by-step plan for creating your bot to vary instructions.
Not only can you set up a chatbot for your e-commerce, but your customers can also subscribe to your content through this platform. So, if you publish a blog post with a sale or a new product, it will be pushed directly to their Facebook Messenger app.
Here’s how to set up a chatbot for e-commerce
Choose the platform you want to work with. I’ve chosen Manychat as an example. I’ll walk you through Manychat, but several other options include Chatfuel, Botsify, and Mobile Monkey.
- Log in to Manychat’s website using your Facebook qualification.
- Provide the chatbot program access to your Facebook web page.
Provide some essential information about your business and goals
Now it’s time to create the chatbot’s content, including broadcasts (like an email) and conversation streams – a complex process, but one you only need to set up once.
- Go to “Automation” on Manychat to see your options for different flows or sequences.
- Building a chatbot for e-commerce is all about writing scripts that engage, inform, and serve your customers.
- You can start by editing these standard messages, such as the welcome message that includes your brand information and a warm greeting.
- Now it’s time to create flows that simulate an honest conversation with your customers and allow them to interact with your brand.
you can stay in Basic Builder mode or click “Go To Flow Builder” in the upper right corner. This way, you get a visual representation of your conversation flow that you can use to make sure you don’t miss anything.
Add more dynamic steps to simulate the conversation you want to guide your visitors through.
How to create chatbot flows for e-commerce
Add triggers: What will trigger this conversation? How will the customer start this conversation? You get dozens of options when you click Add Trigger, from subscriber opt-ins to keyword triggers to edge pop-ups. Choose the option that makes sense for the goal of this flow.
Add text: It’s time to start the conversation. A friendly “Hello, how can I assist you?” is good. An introduction to your chatbot persona or brand is also a good start.
Keep going: the conversation has just begun! In the Manychat Pro version, you can select “user input” so customers can choose from different options to respond to you. A quick glimpse at a few of the button options you have for each message. Add images or galleries of choices.
Look at your customer service logs and schedule conversations based on customers’ or prospects’ most common questions.
Best practices for chatbots in e-commerce
E-commerce customers always look for high-quality experiences that make their shopping journey exciting and personal. One way to achieve this is to allow consumers to engage with chatbots in person and answer their questions quickly and easily. If you are planning to develop your chatbot and provide a customer experience like never before, here are some tips:
1. Be transparent
Although chatbots can carry on conversations just as fluidly as humans, customers should never assume they are talking to a human and not a bot. Automated reactions can help gather basic information from customers, but since many don’t prefer to talk to machines, it’s best to admit who you are instead of trying to be someone you’re not.
2. Protect the privacy of customers
Since customers may share a lot of personal and private information with the chatbot, you should protect this data and respect their privacy at all costs. Every customer values their privacy, so the chatbot should never become too intrusive. Allow it to communicate only when asked.
3. Deep integration of AI
Since chatbots are expected to respond to all kinds of customer queries, you should ensure that your chatbot is appropriately equipped and trained. Deep integration of AI into your chatbot can enable it to find and provide accurate information for customers. If your chatbot is performing a task and there is a change, the customer can ensure complete transparency.
4. Prioritize responsiveness
Since chatbots are designed for instant customer service, they should be highly responsive and relevant. Don’t keep customers waiting. When customers talk to chatbots, the chatbots should understand customer issues and offer immediate suggestions or solutions. Make sure chatbots provide simple options and concise information sufficient for customers to take action.
5. Know when to reach out to a human
To err is human, and this is true for chatbots as well. When a customer has an inquiry or question that the chatbot doesn’t know the answer to, it’s ideal to refer the customer to a human customer service representative instead of giving the same answer repeatedly.
Have you checked out our E-commerce chatbot?
It helps ensure your website is in tip-top shape. Check it out now here: E-commerce chatbot
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