What’s new is the integration of eCommerce chatbots into messaging apps like WhatsApp, Facebook messenger, and WeChat.
E-commerce chatbots are a great way for online shops to generate leads. They engage passive visitors on a retailer's website, app, or other digital touch-points with intelligent suggestions and convert them into engaged prospects.
When shopping online, the majority of people look for discounts and bargains. An E-Commerce chatbot can immediately inform a potential consumer to any discounts or special deals, and either provide them with discount codes or send them to the appropriate sections of the portal.
Companies are investing left and right to get their own chatbots, and why not?
These top three messaging apps alone account for a total of over four billion active users per month. Yes, that’s a billion with a capital B!
With the increase in eCommerce competition, understanding a customer’s needs and preferences has become more important than ever to dominate the market.
And this is where conversational AI platforms such as Convert by ORI come into play.
With access to data collections, shopping patterns, and technologies like deep machine learning, chatbots are probably the best bet in customer acquisition and retention by predicting exactly what customers are looking for.
But that’s not all. These chatbots have untapped potentials that can be explored in eCommerce.
Here are some eCommerce chatbot use cases.
1. Customer Acquisition
Instead of going through different pages of a website to know about a particular product, sellers can now simply redirect customers to a WhatsApp chatbot to simplify the process.
Chatbots provide not only fluid, unrivaled experience, and easy access to information but also make one feel as if they are talking to a friend about a product, thanks to personalization.
The E-Commerce chatbot may engage prospects in chats, assess their needs, and direct them to the products they want or provide customized product recommendations using Natural Language Understanding (NLU). This aids the e-commerce platform's consumer acquisition efforts even more.
2. Accelerate Sales
Everyone likes discount coupons but going through the awkward email verification and then, going back and forth between the website and the email is just too frustrating.
On the other hand, chatbots are pretty swift and sleek.
Sellers can simply offer discount coupons inside the eCommerce bot whenever a customer joins the conversation through a landing page or an ad and have a few casual interactions.
3. Improved Personalization For User Interaction
When a user joins a conversation with a chatbot, it often has data like name, contact number, county, city of residence, etc.
Based on those variables, different conversation flows can be personalized.
For instance, if a customer has recently been talking about his interests and the places he previously visited, our chatbot can recommend places based on the previous data.
Personalization is an enormous factor when it comes to modern bot automation, but if your chatbot talks like a robot, you should consider using Oriserve’s chatbots that comes with tons of personalizations.
4. Get Multilingual Support
There are 185 countries in the world and the best way to engage with each customer in each country is to connect in his/her native language. It is not just tactical but also emotional, as humans always prefer someone familiar.
With the wide-reaching capability of Messenger Apps and the deep impacts of chatbots, offering multilingual support further strengthens the brand’s impression in customers’ minds.
5. Enhanced Product Suggestions
For product suggestions, one-on-one conversations work like a charm, thanks to the personal touch that chatbots add.
Although it is still underrated, Facebook and WhatsApp chatbots are great at selling and cross-selling products by providing both adequate product information and personalization to users at the same time.
6. Conduct Customer Surveys
Unlike other trends, quizzes are considered to be one of the activities that never fade away and hence, serves as an important tool to collect important data about customers.
Sellers can conduct multiple quizzes inside a chatbot in a month to collect data of what a user likes and based on that, it can not only offer better personalizations but also re-target potential customers accordingly.
7. Automate Customer Support For Queries
When it comes to queries, customers expect to be served within the first five minutes after checking a product.
On one hand, FAQs may not have enough information and on the other hand, talking to an actual person over a call is often time and energy-consuming.
Chatbots act as a perfect bridge between these two. It not only acts swiftly but also provides adequate answers to queries related to products/services. One more advantage of chatbots is that users can continue from where the conversation was left anytime and anywhere.
8. Get Efficient Search Results
Yes, search alone accounts for more than half of the eCommerce sales.
Doing a search on eCommerce sites takes some efforts, and if someone has a slow internet connection, that can be frustrating as well.
But with eCommerce chatbots, it is just a few clicks away.
It’s as simple as messaging a friend on any messaging app.
Just open the chatbot, type a few words, and bingo!
9. Clear Abandoned Carts
Abandonment is a huge problem in the eCommerce industry. Over 75% of the customers don’t check out with the cart, often without even noticing what’s inside the cart.
The usual way of dealing with this is sending a reminder email, but the problem is, only 40% of the emails are opened and less than a quarter of them result in sales.
Messages, on the other hand, still works well. Over 90% of the total messages are opened daily.
Hence, sending reminders over chatbots has a far better chance of resulting in a purchase.
10. Easy Order Management
Gone are the days when users had to navigate through the entire website to get order details.
With the help of eCommerce chatbots, users are only a few texts away from ordering products, changing existing orders, and even canceling existing orders.
11. Simplify Shipment Tracking
Sellers can also send regular shipment updates to users over chatbots, using back-end integration with the eCommerce platform.
For instance, the current status and location of the shipment can be forwarded to the user over regular intervals.
12. Confirm Transactions
Emails are great for sending payment confirmation, but there is a high chance that it may end up in the junk folder. Hence, creating confusion.
With the use of chatbots, sellers can now directly send the confirmation to the user’s messaging app. This also helps to keep track of orders, payments, and chats in one place rather than being scattered all over the place.
Popular platforms like Facebook and WhatsApp have end-to-end encryption policies. Thus, sending crucial information to customers is safer than ever.
13. Receive Faster Feedback
Once the product is received, over 50% of consumers no longer bother to open emails that ask for feedback solely because it requires some kind of extra effort. Only a handful of them may give one and that too if they had an unsatisfactory experience.
With chatbots, getting feedback has gotten a lot easier.
A list of short questions can be sent over chatbots to know how the entire transaction went from the customer’s perspective.
For instance, shortly after the customer receives his/ her order, a WhatsApp text can be sent to know the customer’s experience about the product purchase.
The same method can be used to send post-sales support.
For example, if a customer requires an installation guide to use the product, the same can be sent over.
14. Get More With Revolutionary Product Identification
Imagine a situation where a customer does not know the actual product name but has a picture of the same. Let the AI chatbots, programmed to scan and identify products, do a reverse search of the image, and come up with similar products with a link to purchase.
This, with no doubt, would be game-changing!
In A Nutshell…
Chatbots are developing every day, delivering new possibilities.
The personalized service provided by E-Commerce chatbots, together with the simplicity of navigation, selection, and transaction, considerably improves customer experience and leads to a positive view of the online retailer as a digitally aware customer-first company.
E-Commerce chatbots' usefulness as a sales enablement platform cannot be understated, with Juniper predicting that by 2023, chatbots would produce $112 billion in online retail purchases!
This piece of technology will not only save time and resources but also give customers a whole new experience of shopping that they never had before for sure.
Looking for an AI-powered, intelligent, and result focused chatbot?