From groceries to vehicles, there’s NOTHING you can’t buy online today!
The scope of eCommerce has grown rapidly in the last 4 years. And, of course, the global lockdown had everything to do with it. If we talk numbers, the US eCommerce revenue market amounted to 767.7. billion US dollars in 2021. The same for Europe was 731.73 billion US dollars.
Active online shoppers have increased from 225.2 million (2017) to 354.7 (2021). While the lockdown has died down (for good!), the e-commerce market continues to grow!
And, why not?
Who doesn’t love the convenience of ordering things from the comfort of their homes?😉
Further, AI chatbot solutions for eCommerce have simplified eCommerce customer service. These enable customers to expect the service to be the same as in brick-and-mortar stores. Not to forget, eCommerce chatbots come with speedy and effortless 24/7 support.
Be it a small or a large online retailer, an eCommerce chatbot solution is THE key to happy customers.
AI chatbot for eCommerce customer support is a million-dollar idea. And I am here to tell you why.
eCommerce Chatbots or AI Chatbots?
There is not much difference between AI chatbots and eCommerce chatbots. The only difference one should expect is its application.
AI chatbots are online live talking programs/algorithms designed to simulate human conversations. These chatbots leverage AI to understand natural language and learn from interactions. This learning drives personalized and human-like responses.
You can learn more about chatbots in marketing here.
In other words, “AI chatbots” is an umbrella category. It encompasses all chatbot use cases across various industries.
Businesses using eCommerce chatbot solutions for customer support aim at easy platform integration to enable live chat. When integrated into online shopping platforms eCommerce chatbots can assist customers with
- Order tracking
- Product inquiries
- Payment processing
Although AI-driven, not all AI chatbots can fit eCommerce business use cases. Different features are useful for different fields.
The best AI chatbot for eCommerce support may not be a fit addition to healthcare support.
Thus, the right AI chatbot solution for eCommerce customer service is the one that caters to the needs of online retail and customer interactions within eCommerce platforms.
Why Use AI Chatbot Solution for eCommerce?
If you own a business you know the biggest challenge is to grow your business. and eCommerce chatbot is your best shot at doing so!
An AI chatbot solution for eCommerce builds an indelible experience for users. Every time the customer revisits they are reminded of their previous happy experiences.
This instills a ‘feel-good factor’ nudging customers to associate ‘comfort’ with your brand.
Let’s see how Dominos utilizes AI-chatbot integration to grow its business.
The mentioned pizza chain has one of the most sophisticated chatbot experiences. Their bot, Dom, is available across all the touchpoints – Website, Facebook, Messenger, Amazon Alexa and Google Home. Even Slack and Twitter!
The bot helps users while making an order. It also remembers their previous orders to speed up future processes.
With its ability to assist with payment, Dom provides a seamless chatbot experience.
This ensures the customers keep coming back.
Let’s now explore eCommerce chatbot features that enable comfort for customers.
1. 24/7 Availability
Unlike physical stores with limited opening hours, online stores are accessible 24/7.
Customers often browse during evenings, weekends, or holidays when it’s convenient for them. They expect quick, personalized service all the time.
eCommerce chatbots meet these expectations by efficiently answering common questions. This ensures a seamless customer experience.
Note that connecting AI chatbots to your CRM system enhances personalization for customers.
2. Lead Generation
If customers trust chatbots with their queries, why not let the bots redirect customers to helpful links as well?
These links can be product pages, special deals, or even coupons!
Thanks to natural language processing and sentiment analysis, AI chatbots can analyze customer wants, and they can do it better and faster than agents!
AI chatbots can provide the best incentives to visitors and turn them into leads.
3. Enhanced User Experience
AI chatbots are great shopping assistants.
They can pop up when needed. Answer questions about products customers are looking for. and, tell customers about the best offers.
eCommerce chatbots are THE assistant that every shopping enthusiast wants. With an assistant always ready to solve customer queries, the customers are sure to come back.
After all, we all love that store where the assistants acted as an extension of our minds.
4. Upselling
As mentioned earlier, bots store customer purchase data. Once the customers interact with chatbots, the bots can find out what they are looking for.
This tops the art of providing tailored experience. And, enables an easier upselling opportunity.
Let’s say a customer wants to buy a coffee table for their garden. And, your store is offering an exceptional deal on patio chairs which the bot is aware of.
The bot will tell the customer about this deal helping them realize the need for patio chairs to go with the table.
In the end, the customer gets a better shopping experience and has saved money. All this while your revenue is improved and increased.
Features of Best AI Chatbot for eCommerce Support
Here are 5 features you cannot overlook while choosing an eCommerce chatbot:
1. Emotional Intelligence
Chatbots cut costs in customer engagement by replacing human interfaces.
A good customer service AI chatbot for an eCommerce platform can interpret customer emotions. Especially within prompts. This helps in framing better, more personalized responses.
This enables human-like interaction that enhances customer-brand relationships.
2. Real-Time Analytics
The importance of data derived from customer interactions is invaluable. Whether it’s addressing complaints or identifying common issues, meaningful statistics provide actionable insights.
eCommerce chatbot solutions should be able to generate such insights to aid data-driven decisions.
3. Easy Bot-to-Agent Transfer
Unlike a trained customer service agent, an eCommerce chatbot doesn’t know your business. When certain customers raise peculiar queries, the chatbot should transfer the call to an agent.
Thus, agents need to be able to track the bot-user conversations to provide an optimal CX.
4. Multilingual Support
While English is widely used, some customers prefer communicating in native languages. To overcome this language barrier, the eCommerce chatbot must support multiple languages.
5. Seamless Integration
Before choosing an eCommerce customer service software, examine its integration capability.
eCommerce chatbot solutions should be able to integrate seamlessly with marketing tools.
This may include (but are not limited to),
- CRM software
- Payment systems
- Purchase software
Extensive integration support enables streamlined data export between departments. This will save time and reduce communication friction.
Simplify360 - The Only eCommerce Chatbot You Need
Simplify360 is trusted by top eCommerce & retail brands like Amazon, IKEA, Meesho, and many more.
What do we do?
We enable businesses to unify communication, automate support, monitor reputation, and drive informed decisions with valuable insights.
How do we do it?
From easy platform integration to automated responses, we offer all.
With the Simplify360 eCommerce chatbot solution you can,
- Personalize support for delightful CX
- Provide human-like interactions in every instance.
- Guide customers along their journey
integrate live chat for real-time support - Put your agents in control
Head to our page and explore more. Today!
Conclusion
Alright readers, let’s wrap this up for now.
eCommerce chatbots are not just a trend. It is the secret sauce for your long-term sustainable success.
Don’t believe me?
Click here to see how one of the top online retail and eCommerce brands resolved everyday challenges by partnering with Simplify360.
Got any queries? Let me know in the comments section below.
Got no queries? Head for a demo now and invest in the best AI chatbot for eCommerce customer support!