Why Use An Ecommerce Chatbot

The eCommerce chatbot is becoming increasingly popular within the eCommerce world. But why is this? One of the most obvious reasons is the reduction of manual labor needed by staff, taken over instead by AI which can offer similar levels of customer support at all times of the day and night. Overall, chatbots can offer an optimized eCommerce experience for users, increasing brand loyalty and customer satisfaction. Let’s take a closer look.

Answer FAQs

Many of the queries that your customers have will be frequently asked. Although you may have a section on your website for FAQs, many shoppers may not look at this, or still prefer to ask their questions directly to your company.

Having an eCommerce chatbot which is trained to answer certain questions is a great way of making sure that all of these FAQs get answered, and these can be answered in a personalized way. This takes the pressure off service reps to this job, and allows your brand to be contactable 24/7.

The human agents can then spend their time on more complex issues, which will improve the overall experience of all customers interacting with your brand.

Automate Sales

Chatbots can be used within your sales funnel to offer personalized suggestions, and any general guidance customers might need throughout the process. Chatbots have the capacity to handle all different elements of the transaction.

For example, they can:

• Process payments
• Provide instant confirmation
• Help with order tracking

These capacities speed up the sales process as well as providing a seamless shopping experience for users. This can increase conversion rates, and build more brand trust.

Generate Leads

Chatbots have the capacity to initiate conversations with site visitors. Through doing this, and therefore collecting information such as name, address and any other relevant data, you can get to know your shoppers better. The more customers are known and understood, the greater volume of high-quality leads can be generated.

Linking these leads with your CRM ensures a personalized sales approach, and combining them with other AI tools for eCommerce will offer an optimized eCommerce experience across your site.



Engage Customers

Chabots can offer personalized recommendations, and therefore increase user engagement. Push notifications about stock, new arrivals and other trending topics can all help to engage customers further. 

Especially if customers may have abandoned their checkout cart, engaging shoppers can bring them back into the sales funnel. The more engaged, the more likely repeat purchases will occur. The more sophisticated the chatbot, the more satisfied customers will be.

Gather Feedback

Chatbots are a good way to know how your shoppers are feeling. This is very important in terms of offering the most optimized shopping experience for your customers. Ways that chatbots can gather these data insights are through:

• Chat surveys
• Polls
• Rating systems post purchase/during shopping journey

Once you have an understanding of how your customers are feeling, this can help you to optimize your website to suit your shoppers needs. It has the same effect as A/B testing, but in a more convenient way.

Build Brand Awareness

With a bit of creativity and inventiveness, the chatbot can be a good way of presenting your brand to your customers. If it is well-built, and includes a strong personality, you can create a memorable experience for your shoppers and let you know what their brand stands for.

Offering inventive and fun eCommerce experiences on your site is a great way to ensure that shoppers have a deeper understanding of your brand. This will make them more likely to stand with you, as shoppers are more interested in aligning with the values of the brands they spend their money with more and more.

Using an eCommerce chatbot on your eCommerce store can bring many benefits your business. It takes the time and effort away from manual service providers, freeing them up to more complex tasks. It can contribute to facilitating sales, and present your brand in the image you want. There’s no reason that the popularity of chatbots is skyrocketing. If you haven’t considered using one yet, maybe now is the time.