Written by Kevin Ells
People love shopping online, the use of eCommerce for shopping has grown exponentially. Getting to your website is easy and convenient. Still, visitors can abandon your site and be off to the next vendor instantly if they're not delighted in the experience you're delivering. Here are five tips on retaining and improving the shopping experience for your site visitors using a chatbot.
Before we jump into the tips, let's briefly outline what a chatbot is and the different types. There are live chats where you talk with a live human agent using text, just like a messenger-type app or SMS.However, the real magic comes from automated chatbots using different levels of technology, including artificial intelligence; for this story, we are focusing on advanced chatbots, better known as Intelligent Virtual Assistants. The level of automation and AI can vary significantly from intelligent conversation routing to a system that can understand entire written sentences and even listen and transcribe human speech.
If you're interested in all the levels of technical sophistication, we suggest that you read Haptik’s blogs on Chatbots and eCommerce
Let's jump into our five top tips for implementing a chatbot to improve your customers' eCommerce experience.
Move past having just a 'search' button on your website and equip your users to discover the right products faster with Conversational Commerce. A Conversational Commerce chatbot understands user requirements and preferences by asking users the right questions in the most conversational and non-intrusive way.
AI-driven, intent-based recommendation engines help you automatically match user requirements with your product catalog, descriptions, customer reviews, and other historical data to offer relevant buying guidance and increase conversions.
Based on what your customers generally purchase together, and which product combinations have been positively reviewed by users in the past, chatbots can suggest the right add-ons at the right time. This virtual assistant shopping helper increases average cart value and creates greater user delight.
Understand the shopper's motive and concerns and share in-depth insight about what they're looking for. Conversational Commerce enables businesses to offer essential insights that will aid users in their purchase decision.
To stay ahead of your competition, branded tracking pages can give you a competitive advantage by providing your customers with all the information they need to track down their order upon delivery. According to a Capgemini study, three quarters of consumers who are satisfied with a retailers last-mile journey will increase their spend on the next purchase by 12%. Providing chatbot services on branded tracking pages can improve overall customer experience, keeping your brand front-of-mind.
An alarmingly large percentage of online purchases are returned; this dramatically cuts into profits if you offer free returns. If a shopper is conducting behavior that indicates a return is likely, eCommerce chatbots can preemptively intervene to prevent a return from ever happening.
AI Chatbots can learn from past conversations and become more intelligent over time. They can also provide insight into questions you may not realize your customers ask about products you don't carry, giving you insights into future stock items. By reviewing chat logs, queries, and comments, you may learn things customers wouldn't have shared with a live agent or via other means like emails or phone calls.
Chatbots help to reduce the amount of work done by live agents. Your FAQ can now be a Q&A conversational experience instead of a "Go find it in our table of contents" nightmare.
You can ingest your whole FAQ library and have it findable with simple natural language type questions, using everyday dialog. (And in numerous languages too.)
Whenever your prospects are shopping, you'll be there to assist them.
For more chatbot tips, tricks, benefits, and best practices visit our eCommerce Chatbot focused blog at Haptik.ai