Most e-commerce companies are reactive decision-makers. They test different sales techniques and...
10 benefits of using chatbots for eCommerce
A chatbot is a tool that provides excellent results in e-commerce. It can be used for technical support as well as for commercial advice, incident control, or order tracking. Companies can use this type of solution to automate functions and offer an automated, personal, and direct service to their potential customers in different languages.
Here, we will show you some of the benefits of implementing a chatbot in your online store, but first, we would like you to understand this concept.
What is a chatbot?
A chatbot is an Artificial Intelligence system designed to interact with the customer through chat. Users can leave their messages on a chat screen and the virtual assistant will respond to them in a personalized way, addressing the request the customer has made.
Chatbot systems are designed to maximize personalization and customer experience. The goal is not only to provide automated responses but to standardize a series of interactions based on the different types of questions and needs that the customer may have.
To that end, the online store owners are always in control of the chatbot, having the ability to pass on instructions to train the chatbot and ensure that it delivers a personalized customer experience.
Benefits of implementing a chatbot in an online store
Many Shopify stores have now incorporated a chatbot into their eCommerce. Let's look at some of the benefits that this automation technology could bring to your eCommerce store.
1. Minimize the workload of the support team
Using a chatbot to channel and automate responses would lighten the workload on your team if you receive a significant number of emails on a daily basis regarding the same issues. There might, for example, be people who write to you only to ask if you have a certain product, in which case, the chatbot can search for it in the store and send them a link directly, without a human having to perform this task.
2. Increase sales
When the user is able to receive a quick response, they are more likely to complete a purchase. Conversely, if they have to send an email or message and wait 4 to 5 hours for a reply, it is possible that during that time they will decide not to make the purchase or purchase the product in another store. Thus, the chatbot helps you to increase sales.
3. Retain more traffic
A large percentage of users visit your site but do not take any action or subscribe to your newsletter. Therefore, once the user disconnects, he/she will probably never visit your online store again. Having a chatbot that asks the customer for an email right away would allow you to get more leads for your sales funnel. In this way, you can get the user to return to your store and eventually become a customer.
4. Get more interactions
Some users are not willing to take the time to call you or send you an email. Perhaps it is because of laziness, shyness, distrust, or simply because they do not feel compelled to do so, even though interacting with your brand would allow them to clarify their doubts.
By having a chat directly accessible from your home page, connected 24 hours a day, and always responsive, the user will feel more welcome and will be able to interact with your brand, which is something they might not have done if the only way to contact you was by phone, e-mail or social networks.
5. Provide 24/7 customer service
Your customer service team shouldn't have to be online 24 hours a day. Of course, they will have days off and they will not be able to chat the entire time during their working day. A chatbot would solve this problem, as you would be able to provide support 24 hours a day. A chatbot will be there to answer their questions or collect their contact information whether a customer arrives at your online store at 11:30 pm or 4:00 am.
6. Catering to other customer groups
Did you know that some customers prefer to use chatbots rather than telephone or e-mail? Millennials and Generation Z are more likely to use the chatbot to ask their questions about an online store than they are to make a phone call.
One of the foundations of eCommerce is to offer communication channels that everyone can feel comfortable with.
7. Give an immediate response
A chatbot can serve multiple users at the same time, whereas a human sales technician can only respond to one chat at a time. Naturally, if your online store has many users connected at the same time, you will be able to offer better service through the chatbot than with a commercial technician, where they will have to wait for an available professional in order to interact.
8. Generate a positive impression of your business
Chatbots can generate a positive image of your business by answering queries quickly and professionally. This influences the engagement of users, who will feel more comfortable with your brand once they see that they are taken care of. As a result, the users may be more likely to become customers or to ask additional questions to the chatbot when they want to buy new products.
9. Save your business time
Smaller online stores typically have insufficient staff to handle the chat support in a professional manner. A chatbot would allow them to save time and focus on other functions. Not all information requests that come in via chat require the participation of a human person.
10. Data collection
In addition to interacting with your customers, chatbots collect statistical data that show user behavior. For instance, which users who interact with the chat end up finalizing a purchase, the amount of time they spend browsing, whether they are satisfied with the response, etc.
Even, there are some chatbot solutions that work with AI that help to enable your brand to create integrated and fully autonomous shopping experiences.
How does it work?
You can create personalized Customer Experiences that exceed expectations: upselling, cross-selling, and recommending relevant products to create happy customers who just keep on coming back.
We have experience with one of our tech partners Certainly. We have created a chatbot for one of our high-flying e-commerce customers Siksilk. First, it was designed to support the customer success team, but then it helps users during their customer journey with some personalized recommendations of products according to what users are looking for, to help boost the best UX to their customer, even you can ask it for a joke. See how it works
A chatbot is amazing to provide unique user experiences in your eCommerce. At Webmefy we can help you maximize its benefits. To learn more about the users of your eCommerce or to implement Artificial Intelligence to serve your customers in your Shopify store, contact us now.