EVERYTHING YOU NEED TO KNOW ABOUT ECOMMERCE CHATBOTS IN 2023

In recent years, chatbots have evolved rapidly from generating only simple replies to becoming virtual assistants with the help of advanced artificial intelligence (AI). In current times, chatbots are a key component of today’s eCommerce industry because with their help businesses easily automate the mundane, optimize workflows, and provide self-service and assisted service to customers.

Nowadays, eCommerce chatbots are more important than ever because of their ability to work 24/7 and provide assistance in handling a wide range of tasks. And, by utilizing the chatbots, eCommerce companies get free time to focus on what they do best, while the customers remain happy because of instant customer support.

Essentially, you can unlock the potential of an eCommerce chatbot for enhancing customer engagement and converting those engagements into loyal customers. In this post, we will discuss eCommerce chatbots in detail and how marketers and users can benefit from them.

WHAT IS A CHATBOT AND WHY IT IS IMPORTANT IN ECOMMERCE?

Chatbots for eCommerce is one of the best digital solutions which help in providing real-time, automated conversations with the platform users. It also facilitates overall customer service, one-to-one shopping options, product recommendations, etc.

Types Of ECommerce Chatbots:

• AI-Driven Chatbots

These chatbotsuse natural language processing (NLP) and conversational AI to mimic human behavior and speech patterns, resulting in human-like interactions with users.

• Lead Qualification Chatbots

These chatbotsuse predetermined questions to identify potential customers who meet sales lead criteria.

• Rules-Based Chatbots

These chatbotsrespond to user inquiries by providing predetermined answers with the help of set-defined rules. Users can either create them with a programmable builder or a codeless builder, as per their expertise.

• Hybrid Chatbots

These chatbots incorporate AI capabilities into a rule-based system.

These chatbots can improve customer engagement with the help of improving customer communication, increasing customer interactions, and driving sales through new digital channels. It has also been shown that conversational commerce increases revenue by 7% to 25% annually. Moreover, an effective omnichannel engagement strategy can also be created using chatbots for eCommerce businesses.

Also Read: How to solve Shopify customer service challenges.

5 Top Benefits Of Using An ECommerce Chatbot On Your Website

There are numerous advantages to using chatbots in eCommerce, which makes them an ideal option to implement for many aspects of eCommerce like customer services, marketing, and sales. Let’s discuss some of the most crucial benefits of eCommerce chatbots for your business.

1. Proactively Captivate Customers

eCommerce chatbots combined with a website or an application for automatically welcoming and captivating customers. It can automatically embrace a conversation with customers when they initially land on your site or are present in the middle of browsing important web pages.

Moreover, chatbots can also work with additional customer engagement tools, like live chats and emails, for assisting the user with seamless and excellent customer support.

2. Provide Self-Service Options to Customers

Chatbots provide customers with an option of self-service, where they can scroll for their queries and get an instant answer. By providing this small yet important service, eCommerce websites build a high level of customer satisfaction in their users’ minds.

However, for more rigid problems which require additional customer support, chatbots are created to smoothly transition to a human customer service agent who can assist them with in-depth services with the option of instant chat, voice, and video calls.

3. Assist as a Reliable Knowledge Hub

The best eCommerce chatbot provides essential information about products, services, and policies instantly with just a few clicks. For example, it assists the customers in accessing product-specific frequently asked questions (FAQs) within the chat pop-up option or chat screen.

However, a highly advanced chatbot may also accept queries from the customer beyond just FAQs. And, for answering the queries they retrieve the data from the integrated databases and application programming interfaces (APIs). Chatbots also keep track of customer interaction and analyze it to gain a clear insight and refine their knowledge base.

4. Provides Smooth Agent Handoff

Smooth agent handoff means the frictionless transition of interaction from chatbots to human agents. This feature is designed to provide a flawless experience to the users, where they can receive help without any interruption or starting the conversation from scratch.

Smooth agent handoff builds a personal and effective customer support process which facilitates the business to achieve customer loyalty and enhance customer satisfaction.

5. Enhance Sales and Revenue

Chatbots help marketers boost sales by showcasing their product catalogs and authorizing payments on multiple platforms. By doing so, customers get a hassle-free shopping experience which directly helps the business to increase its sales and achieve higher revenue.

Final Words

All in all, eCommerce chatbots or using an AI for the chats on an eCommerce platform is the latest practice that is done by every eCommerce marketer nowadays. These chatbots swift the overall process of customer service in the eCommerce world lessening many of the eCommerce challenges in big numbers after its implementation.