From the first contact with a company to the final purchase, a user goes through numerous steps in which he gathers information about your company and your offer and compares you with your competitors.
Without the right information and offers at the right time, many users will be lost on the way to winning them as customers. We’ll show you what chatbots can do to prevent this. Therefore, we look at the different steps of a customer journey and what interaction points are available for e-commerce chatbots.
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Tips for effective e-commerce chatbots:
Increase customer inquiries
First of all, the customer must be aware of your site. Maybe he will see a post on Facebook or any other social platform. The user finds the post interesting and visits your page to find out more. On this page, a chatbot is available around the clock for further questions. Thus, he can satisfy the user’s need for information promptly.
The situation is similar when the user lands on your site via an ad or the result of a search query. In this scenario, a chatbot can encourage the user to ask open questions, too.
Once the user has become aware of your brand and considers it as interesting, he will take a closer look at your site. You probably have a subscription for your newsletter on your website or you offer a guide that is only available when you fill out a form.
If a user is interested in the topic and your products, he will most likely fill out one of the forms. This will give you permission to contact him. In addition, you will receive important information about the respective user. Based on the available information, you can personalize further communication with the users – especially if the users have a customer account and can log in on your site.
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Product recommendations and discount vouchers
Based on the information collected, you can make personalized product recommendations via the chatbot. Another option would be individual discount vouchers based on the user’s interests and buying history. If he has previously made an inquiry about brown leather shoes, you can provide him with an individual voucher if he visits the appropriate product page.
If a voucher is not redeemed over a longer period of time, the bot can check whether he can support the user in his purchase decision.
What about if your chatbot plays a quiz with your visitors? People love quizzes. They are interactive, fun and benefit you as a company as you can learn a lot about users and use this knowledge to personalize other content.
For example, users can test their knowledge about a certain topic, such as current fashion trends or the latest smartphones. The quiz doesn’t only test their knowledge but also their personal preferences. For example, users can use bots to rate different clothing styles in order to find the perfect style for them.
Upselling to existing customers
After the user has learned enough about your company and your offer, he finally decides to purchase your product or service. However, the customer journey does not stop with the purchase. Your goal should be to interact with your existing customers, too.
If a user is logged in to your shop and surfs on your site again, you can use this opportunity to motivate him to interact and buy again. A chatbot with personalized messages is a great way to do so.
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