When people talk to their friends and family, they usually use text messages and messenger apps. It’s fast, easy, and convenient. That’s why people prefer texting five times more than making a call.
This comes as no surprise but still, it is questionable why only a few businesses are considering these new ways of communication in their customer service. The first e-commerce businesses that fully implement automated chat, text, and voice communication will gain a huge competitive advantage. The ones that are able to make interactions with customer support as simple as interactions with a friend will definitely stand out from the crowd.
Better communication equals more sales
With e-commerce becoming the prevalent mode of shopping, it is about time that conversational immediacy is integrated into the online shopping experience, just as we know it from physical stores where we can talk to someone for help.
Live chats and chatbots are excellent solutions to support real-time customer service. Compared to phone support, customer service becomes a lot faster for everyone. Especially chatbots enable further automation that elevates customer experiences while being highly cost-effective.
Conversations create value at any point in the customer journey. Integrations of chatbots are more accessible than ever as social media, messenger apps, and voice assistants are entering all areas of your customers’ lives.
This is how conversational e-commerce with chatbots works
A customer usually goes through these steps in his customer journey:
- First visit to the online shop
- Checking out products
- Putting a product into the shopping cart
- Making the purchase
- Product is being delivered
- Product is received
With integrated live chats, chatbots or voice assistants, customers can receive assistance at any time. Starting with a welcome message, useful tips, and support while browsing the shop, to a thank you note after purchase and potentially even updates on the delivery, the possible touch points are numerous. Even after delivery, the chatbot could be used to ask for feedback from the customer. Do you see the value of this amazing customer support tool?
Chatbots support e-commerce automation
Chatbots enable to answer inquiries faster, make customers feel better as they know that a 24/7 support option exists and lead to better service. If a request goes beyond the current understanding of a chatbot, the user can easily request a human employee to step in.
Apart from that, artificial intelligence and chatbots also help to better understand customers and potential problems. Knowing which questions or concerns occur frequently along the customer journey is an important step in improving overall customer experience.
Additionally, automated actions can be triggered through user activities. For example, it’s possible to have a chatbot give recommendations to customers based on items they have put into their cart.
The future of conversational e-commerce with chatbots
We could think of the following scenario: Just before starting his journey to London a customer is contacted by the chatbot of his favorite online shop or a voice assistant and told that the weather is going to be rainy and his customer data shows that he might not have a fitting raincoat for the trip.
This example is pointing out how deeply embedded conversational and AI services could be into our everyday lives.
This future is starting today and that’s why it is so important for businesses to meet their customers in their usual surroundings.
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