How E-Commerce Chatbot Can Take Your Business To The Next Level

eCommerce chatbot was becoming increasingly relevant for online businesses from the middle of this decade. But when the Pandemic hit, and more than 84% of the world’s consumers quickly moved to online shopping, conversational commerce became everything and the retail chatbot is now more important than ever.

Retail chatbots help your business by improving the overall online customer experience. They can relentlessly carry on a personalized conversation with your customers, answer every little question they have, and that too at any hour of the day which is never possible with human employees.

Today’s customers are more demanding of services from their brands than ever before. Therefore, Customer Experience can solely make or break a business. In such a situation you will have to cater to each customer individually and treat them with the highest care, which is not scalable without chatbots.

Customer Experience is everything in today’s business world. This is the fact that will determine the winner between two equally qualified businesses which are trying to take over the same market and the same customer base.  And in that world of conversational commerce, the retail chatbot is your best tool.

An artificially intelligent e-Commerce chatbot can modernize and optimize your marketing and sales on the internet. Plus, they can also track the ever-changing online shopping trends and align your business accordingly.  As a result, you will be able to create a very personalized and easily scalable customer experience.

So, if you are looking to dominate the scene of e-Commerce and want to excel in the competition then make retail chatbot a priority.

What do bone-and-flesh sales associates do in your stores? They interact with the customer on your business’s behalf. When a customer has questions, complaints, opinions, or purchase decisions, they communicate them to the Sales associates. An eCommerce Chatbot does the same thing. But at a much bigger scale and tirelessly.

Now, when a customer asks a question, it is usually because he’s about to make a purchase decision. So, how he is answered plays an important role in whether he buys your product.

And that is where a retail chatbot becomes essential. Because, unlike a human employee, it’s never emotionally bothered or exhausted. And can relentlessly carry on answering repetitive inquiries from multiple customers at the same time.

As a result, your human employees can lend their talent and energy to other sectors of your business. Take the Lotuss Stores (formerly known as TESCO) Malaysia for example. They freed up their agents from interactions that a robot can successfully handle. Or you can say they saved their employees from turning into robots.

Consequently, the agents went on to develop better human-like relationships with their customers. They implemented our eCommerce chatbot to help their customers with membership cards, generally asked questions, articles, offers, and such. This decreased the live chat volumes by a remarkable 85%. Therefore, the agents were able to provide a more careful service.

In the online marketplace, trades happen without face-to-face interaction with the seller or product. Therefore, when people place an order on the internet it is natural for them to want some control over it.

And that is the cause of the origin of the WISMO integration. Or the ‘Where Is My Order’ we see on Apps. WISMO connects the chatbot to the eCommerce platform via APIs. And customers can know all the whereabouts of their order in real-time. Plus, they can get instant answers to their queries:

The Malaysian-based home improvement service MR D.I.Y took the same approach. They partnered with us at AiChat and created a unique customer interface for their brand. When they hosted it on their website the customer could know everything about their order without waiting for any human employee to respond.

As a result, MR D.I.Y achieved 80% in its containment rate. So, this is another powerful reason why you should get an eCommerce Chatbot for your business.

In a world saturated with brands competing for the attention of customers, the only thing that will work for you is reaching them at a personal level. Studies reveal that around 70% percent of Singaporean customers want their interaction with a brand to be personal and deeply empathetic.

Epsilon research found out that the 80% of customers will buy something from a brand when they felt a personal connection to them.

To create this personalized experience for your customers you need to understand the information regarding what they buy from you, how often they do it, and other purchasing habits. Then you need to analyze for individual customer to make relevant product recommendations.

Retail chatbots take this suggestion to the next level. They can make recommendations about a product more casually within the chat. This might be in the form of a link or image which is an answer to some query the customer had or even just a casual suggestion. This will greatly increase your chances of upselling.

In the same vein, if you automate the process of proactively sending personalized messages to your customer then your brand will be able to build a stronger relationship with them. As a result, you will sell more products to them without even pushing that much.

Plus, the eCommerce chatbot can wish your clients on their birthdays and anniversaries. They can inform the customer about different promotions and offers through personalized messages. And in the process, cross-sell and upsell products whenever the opportunities present.

All the hard work that goes into leading a curious visitor into becoming a confirmed customer can fail at the last moment. And the reason behind that is almost always a checkout system that lacks smoothness. Even fifty seconds is enough to offset the moody modern customer.

Difficult check processes cost businesses to lose about $236 billion of potential revenue each year. And add to that your inability to cross-sell or upsell a product and you will see more decline in your overall income.

A chatbot can save you here. All you have to do is integrate it with your existing eCommerce and payment gateway. Then your chatbot will handle the purchase process in just a few chats. So, your customer doesn’t have to go through the least bit of hassle. Plus, it can also casually remind the customer about an abandoned cart.

In today’s social media-dominated world, you cannot build up an effective relationship with your customers without regular and proper interaction on the major platforms (Facebook, Instagram, etc.). 64% of the consumers would like to check out your brand on these channels and talk and learn about you in the process.

If you want to handle each social media interaction successfully then there is no option but to integrate it with an eCommerce Chatbot software. Otherwise, your customer service employees will be under inhumane pressure. Meanwhile, your customers won’t be happy either.

So, automate your business’ social media interactions through eCommerce chatbots and make the most out of this new world of conversational commerce.

From the above discussion, it is obvious that if you are not using eCommerce chatbots then you are falling behind in the competition. Retail chatbots will keep both your customers and your employees happy resulting in an overall increase in business.

To learn more about how a chatbot can bring your eCommerce business to the next level, arrange a demo with our consultant today.