Use Cases For Ecommerce Chatbots

Ecommerce chatbots are the perfect solution to customers who want instant gratification and personalized experiences. Chatbots can handle customer queries at lightning fast speed, acting as the store assistant your customers could always hope for. With their 24/7 availability, it’s no surprise that more stores are turning to chatbots for help, with the use of chatbots by eCommerce brands increasing by 92% in recent years. With the improvements of AI, the accuracy of these systems are improving, much to the delight of eCommerce stores globally.

Some Of The Benefits Of Chatbots

Some of the benefits of eCommerce chatbots include increased conversion rates and enhanced sales. The more trusting and comfortable customers feel with your service, the more likely they are to spend with you. This leads to higher customer satisfaction, and more sales.

On top of this, chatbots boost lead generation, as the AI can identify potential leads and push for these. Much in the way that personalized recommendations work, chatbots can provide an active alternative to this. Nudging customers in the right direction can lead to higher sales and brand trust.

Support costs can be reduced, as the chatbots are able to answer simple queries. This takes pressure off human staff who can use their time and effort for more complex issues. This also leads to a cost effectiveness benefit.  

Lastly, the data gathered through chatbots can then be used to improve advertising and marketing efforts. This can be used so targeted promotions can reach the correct people, boosting the productivity of such campaigns.

In general, the chatbot can be integrated with multiple platforms which means that you can improve your omnichannel experience. Wherever shoppers engage with your brand, if the chatbot is functioning, you can be assured that shoppers will always be met with the same level of customer service.

Use Cases For Chatbots

Answering FAQs

Chatbots can provide immediate responses to FAQs. This gives shoppers instant satisfaction, and the feeling of being valued and seen by the company. This frees up customer service advisors, and it means that simple errors will not occur in the same way. 

With Natural Language Processing, shoppers are able to search in their own language and still be understood by the bots. They can speak in a conversational tone, and not have to use keywords or specific language to achieve their results.

Increase Engagement

Personalization can be increased through customer engagement with bots. This leads to improved engagement over other sources, such as advertising campaigns and other on-site or email/SMS personalization. The more you know about your customers, the more you can use.

Cart abandonment issues can be flagged up by chatbots. They can ask questions about why this occurred, or offer incentives to complete the purchase. Furthermore, the chatbot can provide follow up to searches, being able to understand complex queries can help shoppers find what they are looking for, simply and effectively.



Virtual Shopping Assistant

Something that lacks in the eCommerce world, as opposed to the brick and mortar stores, is shopping assistants lending a hand. With the growth of virtual reality and augmented reality, particularly in the fashion eCommerce industry, these chatbots can go to the next level.

Chatbots can guide people through the shopping process, offer them recommendations that suit their body shape, and even allow them the potential to try clothes on. Customers who deal with these representatives are more likely reassured and therefore willing to make the purchase.

Post-Sale Support

Many shoppers become agitated around delivery and waiting for their product. So many customers have so many questions to ask about when their deliveries will arrive, where it is now, and what to do if the product doesn’t meet expectations. The chatbot is the perfect solution to this. Offering constant support, shoppers can be in touch with your store.

This will help reduce refunds whilst reassuring customers. Furthermore, post sale cross-sell and upsell recommendations or retargeting are ripe to happen at this moment. Chatbots can facilitate this, improving sales further.

Real Time Insights

The interactions that shoppers have with your chatbot proves how your customers are feeling. You can understand how your shoppers are feeling, what they are happy about, and what they are not so pleased about. You can identify patterns and trends, which can help inform your business trajectory and strategy. 

These kinds of data driven decisions mean that your business can grow and thrive. After all, any data is useful and important to an eCommerce business. Customer satisfaction is key to increased sales.



There are many reasons why eCommerce chatbots can improve your eCommerce business. It holds benefits for both merchants and shoppers alike, and it’s no surprise that so many brands are making the most of the AI advancements. With these use cases, you can see how your business can benefit, and why chatbots are so popular at the moment.