Guest post by Chloe Smith, design enthusiast and part-time writer.
If we take a good look at every well-known eCommerce site on the web, we will see that it is actually a complicated web of operations, including logistics, customer service, payments, promotions, technical support, market research, and so on.
The main goal of every such business is to provide what an audience that mostly consists of millennials wants and needs, while at the same being aware how everything affects the bottom line.
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The fact that there is so much that needs to be done, both behind the scenes and before the customers’ eyes, explains why the necessity and popularity of automation have grown so much. This is where eCommerce chatbots kick in.
User-friendly virtually intelligent helpers that work 24/7 in order to make the perfect customer experience for each and every user are becoming more and more used by every possible shopping website out there.
In this article, we are going to discuss 5 ways that chatbots can help your eCommerce website drive sales.
Improved customer interaction
The fact is that the people behind a brand cannot manage to answer every possible query by their customer base. In fact, a large number of questions remains unanswered. And as for those that do get a reply, it usually takes some time. So, naturally, when an eCommerce store implements a chatbot into its customer interaction, things become a lot simpler.
First of all, a chatbot acts as a salesman. They have the entire customer’s purchasing history stored, and therefore, whenever the same person comes to the store again, they can recommend a similar product, with a phrase such as “This may also be something you like”.
A chatbot is also a conversational assistant. They are able to identify what every particular customer wants and provide them with a personalized experience. If you opt for an AI-powered chatbot, your customers will feel like they are talking to a real person.
Finally, a chatbot is a customer care executive and therefore makes sure that every customer’s query is met in the best way and as soon as possible.
Customer support is very important in terms of customer retention. A very large number of people tends to give up on a certain brand just because they feel like the people behind it are indifferent. Shopping cart abandonment is a pretty common occurrence, where your users put items in their carts, but then leave before they finish the purchase. This is something that you can’t just ignore.
A great idea is to integrate a chatbot with your shopping cart. It can provide assistance to those who aren’t sure about their choices, answer their questions about anything that they need to know (such as shipping and delivery), suggest similar products, and propose various kinds of incentives, like discounts. This will make it much more probable that the customer will stay and complete their purchase.
Covering all your bases
As an eCommerce store, you need to cover a variety of marketplaces and vendors. Therefore, it is important to choose the right online marketplace platform. Once you have done that, you should integrate it with a chatbot app, so that it can adjust its approach according to a variety of different needs and requirements.
When you are selling your products across the globe, every market has its own “kind of customer” that you need to cater to. Therefore, a chatbot is the best solution for seamlessly adapting to any market.
Making A/B testing a lot simpler
From time to time, an owner of an eCommerce business realizes that their website’s user experience and services need to be changed in order to boost performance. One of the most common ways to try out which upgrade is the best is A/B testing (also known as split testing).
This process tends to take a lot of time, especially if you have to update the whole website every time you want to try out an update.
The great benefit of chatbots, in this case, is the fact that a website that uses them only requires an updated chat script. Furthermore, the results that you can get from this are instant. It is a lot faster and easier to update a chatbot than to do so with the whole website.
Basically, when a chatbot is updated, it automatically starts engaging with customers, and you can easily tell how well the update performed via chat transcripts.
Upselling and cross-selling
Next, to being the perfectly customized assistant to your customers, a chatbot can also upsell and cross-sell your products. This is very important because it is how every eCommerce website increases its revenue.
So, when a particular customer comes to your website and looks for a certain product category (let’s say, headphones, for example), the chatbot can up-sell certain models that have better features (such as clearer sound, louder bass, additional assets, and so on). Furthermore, they can cross-sell products that are related to what they are looking for (such as audio systems, music CDs, and the like).
Basically, a chatbot can make your customer buy more from you thanks to all the suggestions that they get. You can formulate such recommendations according to product matches that you have previously determined according to customers’ interactions with the chatbot.
Next to being your perfect virtual salesman that provides a customized experience to your customer, answering all their queries, offering them related or better products, and providing you with the necessary information not only about your customer base, but also about how you can improve it, a chatbot can do a variety of other things.
For example, it can manage the inventory of your store, making sure that everyone is aware of how many specific products are left to buy, and inform them when something they need is back in stock.
Basically, a chatbot can significantly improve your business operations, while also making them much easier to be done. They can save you a lot of time and effort. Therefore, it is hardly a surprise that the future of chatbots is very bright, and a huge number of stores has either already embraced them or is about to.